The Ten Commandments of Good Communication

1. Seek to clarify your ideas before communicating

2. Examine the true purpose of each communication

3. Consider the total physical and human setting

4. Consult with others in planning communications

5. Be mindful of the overtones as well as the basic content of your message

6. Take the opportunity to convey something of help or value to the receiver

7. Follow-up your communication

8. Communicate for tomorrow as well as today

9. Be sure your actions support your communications

10. Seek not only to be understood but to understand — be a good listener

NON VERBAL COMMUNICATION

Non Verbal Communication

“Actions speak louder than words”

What is non verbal communication?

Nonverbal communication is usually understood as the process of communication of sending and receiving wordless messages

Such messages can be communicated through gesture; body language or posture; facial expression and eye contact; object communication such as clothing, hairstyles

Reading Nonverbal

Communication Cues

We derive a large percentage of the meaning from the non-verbal cues that the

other person gives. Often a person says one thing but communicates something

totally different through vocal intonation and body language.

Reading Nonverbal

Communication Cues

•These mixed signals force the receiver to choose between the verbal and nonverbal parts of the message. Most often, the receiver chooses the nonverbal aspects.

How Meaning is Conveyed?7%7%

spoken or written words

A "majority" of the meaning we attribute to A "majority" of the meaning we attribute to words comes not from the words words comes not from the words

themselves, but from nonverbal factors such themselves, but from nonverbal factors such as gestures, facial expressions, tone, body as gestures, facial expressions, tone, body

language, etc. language, etc.

A "majority" of the meaning we attribute to A "majority" of the meaning we attribute to words comes not from the words words comes not from the words

themselves, but from nonverbal factors such themselves, but from nonverbal factors such as gestures, facial expressions, tone, body as gestures, facial expressions, tone, body

language, etc. language, etc.

55%55% Face and body:

non-verbal communication

or face and body language.

38%38%voice dynamics: tone + inflection

+ volume + accent + non-word sounds;

and...

“the most important thing is to hear

what isn’t being said.”

Peter Drucker

• Studies show that your words account for only 7% of the messages you convey. The remaining 93% is non-verbal.

Humans use non-verbal communication because

•Words have limitations

•Nonverbal signal are powerful

•Nonverbal message are likely to be more genuine

•A separate communication channel is necessary to help send complex messages

Nonverbal 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.

Complementing: they may add to or complement a verbal message.

Accenting: non-verbal communication may accept or underline a verbal message.

FUNTIONS of non verbal communication

• Express emotions & interpersonal attitudes

• To accompany speech in managing the cues of interaction between speakers and listeners

• Self-presentation of one’s personality

• Rituals (greetings)

An enduring image – the message this photograph was meant to send out was vital to Middle East peace.

• What does the body language of those in the image suggest?

• Is that also being communicated to the world?

Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional.

Skillful communicators understand the importance of nonverbal communication and use it to increase their effectiveness, as well as use it to understand more clearly what someone else is really saying.

A word of warning: Nonverbal cues can differ dramatically from culture to

culture.

Non-verbal communication is two-way communication

Types of non-verbal communication

Table of Contents

Nonverbal communication is made up of the following parts:

Visual Visual

Tactile (Physical) Tactile (Physical)

Vocal Vocal

Use of space and Use of space and imageimage

Visual

• This is often called body language and includes facial expression, eye movement, posture, and gestures. The face is the biggest part of this. All of us "read" people's faces for ways to interpret what they say and feel.

KINESICSFacial expressionsYou have 80 muscles in your face that

can create more than7,000 facial expressions. There are six main facial expression found in all cultures :

Happiness (round eyes, smile, round cheek)

Fear (around eyes, open mouth) Angry (lower eyebrow, and stare

intensely) Disgusting (wrinkled nose, lowered

eyelids and eyebrow, raised upper lips) Surprise (raised eyebrow, wide open

eyes, open mouth) Sadness (area around mouth and eyes)

Varieties of expressions

Gestures

It’s the Body movement while talking, which reinforces what you want to say.

Gestures may be ‘warm’ or ‘cold’. Warm gesture include leaning towards people, smiling and touching.

Avoid nervousness, i.e. scratching your arms, tugging your ears or licking your lips.

Can be deliberate movements and signals.

Common gestures include waving, pointing, and using fingers to indicate

number amounts. Gestures operate to

Clarify Contradict Replace verbal messages Regulate the flow of conversation.

BODY LANGUAGE AND POSTUREPosture and movement can also convey a

great deal of information. Such as arm-crossing, and leg-crossing, hands in the pocket, hands on the hips.

People communicate by the way they walk, stand, and sit.

Body orientation also indicates status or liking of the other individual

Body postures and movements are frequently indicators of self-confidence, energy, fatigue, or status

EYE GAZE Looking, staring, and blinking can also be

important nonverbal behaviors.

Our Eyes are most expressive part

TIPS

Do not avoid eye contact while talking to your boss

Too much eye contact is perceived as aggressive, dominant and uncomfortable.

Effective persons maintain more eye contact than ineffective ones

Visual

• Of course we can easily misread these cues especially when communicating across cultures where gestures can mean something very different in another culture.

For example, in American culture agreement might be indicated by the head going up and down whereas in India, a side-to-side head movement might mean the same thing.

Tactile (Physical)

• This involves the use of touch to impart meaning as in a handshake, a pat on the back or an arm around the shoulder.

There are 5 categories of Touching:

Functional / ProfessionalSocial / PoliteFriendship / WarmthLove / Intimacy

Vocal

• The meaning of words can be altered significantly by changing the intonation of one's voice.

• Think of how many ways you can say "no“Express it in

– mild doubt– Terror– amazement– anger

Table of Contents

Example

say it in a way that indicates that the employee is doing a rather average job.say it in a way that clearly indicates

that the employee is doing a great job.

“You are doing a good job”

Table of Contents

Have you noticed the difference?

PARALANGUAGE Paralanguage is the study of nonverbal cues of

the voice. Various acoustic properties of speech such as tone, voice, pitch, loudness, intonation e.t.c

The pitch, rate and volume make you sound more expressive

To develop an effective speaking voice… use effective pitch Speak with a correct rate and slowly enough so

you can be understood Express clearly like ‘Did you’ instead of ‘Didjya’

or ‘Want to’ instead of ‘Wanna’

Public Zone

Social Zone

Personal Zone

Intimate Zone

Physical Space

• The "intimate zone" is about two feet. This zone is reserved for our closest friends.

• The "personal zone" from about 2-4 feet usually is reserved for family and friends.

• The “social zone” (4-12 feet) is where most business transactions take place.

• The "public zone" (over 12 feet) is used for lectures.

Physical Space

• At the risk of stereotyping, we will generalize and state that Americans and Northern Europeans typify the non-contact group with small amounts of touching and relatively large spaces between them during transactions. Arabs and Latin normally stand closer together and do a lot of touching during communication.

PROXEMICS

It is the study of how people use and perceive the physical space around them

– Effected by the objects around you i.e. arranging of chairs / office and dress

– Formal dressing / Informal dressing

Image

• We use "things" to communicate. This can involve expensive things, neat or messy things, photographs, plants, etc. We use clothing and other dimensions of physical appearance to communicate our values and expectations.

Table of Contents

NONVERBAL BEHAVIOR

INTERPRETATION

Brisk, erect walk Confidence

Standing with hands on hips

Readiness, aggression

Sitting with legs crossed, foot kicking slightly

Boredom

Sitting, legs apart Open, relaxed

Arms crossed on chest Defensiveness

Walking with hands in pockets, shoulders hunched

Dejection, unhappiness, disappointment

NONVERBAL BEHAVIOR

INTERPRETATION

Hand to cheek Evaluation, thinking

Touching, slightly rubbing nose

Rejection, doubt, lying

Rubbing the eye Doubt, disbelief

Hands clasped behind back

Anger, frustration, apprehension

Locked ankles Apprehension, worry, anxiety

Head resting in hand, eyes downcast

Boredom

Rubbing hands Anticipation

Advantage of non verbal communication

• You can communicate with someone who is hard of hearing or deaf.

• You can communicate at place where you are supposed to maintain silence.

• You can communicate something which you don't want others to hear or listen to.

• You can communicate if you are far away from a person. The person can see but not hear you.

• Non-verbal communication makes conversation short and brief.

Disadvantage of non verbal communication

• It varies culture to culture.• Can not discuss the particulars of

your message.• Difficult to understand and requires a

lot of repetitions. • Can not be used as a public tool for

communication. • Less influential and can not be used

everywhere.

Know Your Body Language

Eye Contact

Hand Shake

Closed Body Language

Not Interested In You.

Facial Expression

What to do!!

Facial Expression

Happiness!!!

Facial Expression

Anger!!!

Facial Expression

Fear!!!

Cultural difference in

Non- verbal communication

What about this?

• Most of the world means “O.K”

• In Iran means “extremely obscene” OR rude.

• In Nigeria “Good luck”.• In Japan means “five”.• In Turkey means “political

rightist party”

What about this?

• In Somalia means “ rude or dishonest sign”.

• In some parts of Europe means “ private signal to show that something is joke”.

What about this?

• commonly means “everything is all right or perfect”.

• In France means “worthless”.

• Japan means “ money”.

In German means “ rude”.

A Small Class Exercise

So What Does This Mean?

• Let me see!• Authoritative • Pondering • Thinking• Considering

So What Does This Mean?

• Can I help!• Trust me!• You’re in good

hands!• Helping Hand

So What Does This Mean?

• Dejected• Disappointed• Lost it.

So What Does This Mean?

• Now just stop that!

• Get out of here!• Defensive• Oppositional

So What Does This Mean?

• So tell me more!• Open• Accepting• Welcoming

So What Does This Mean?

Group Activity

• In groups of 4-5 students prepare a video of only 3-5 minutes, enacting some situation where non-verbal communication is used to communicate ( deliver a message, make an advertisement, or just show a situation)

(Marked activity of 3%)