1. Non Verbal
Communication 2

2. Body Language
 Posture
► Standing upright, head down, slouching, etc.
 Gestures
► Movement of hands, feet or other parts of body, e.g. pointing a
finger, hands on hips,
 Voice
► Loud, whiny, mumbles, overly soft, clear, appropriately firm,
sarcastic, etc
 Facial Expression
► Rolling eyes, eye contact, yawning, relaxed, looking away,
constant smiling, etc.
.

3. ACTIVITY
Illustrate in a Table how the above body languages are related to the
three communication styles:
aggressive, passive and assertive
ASSERTIVE PASSIVE AGGRESSIVE
Posture
Gestures
Voice
Facial
Expressions

4. Non- verbal communication cont’d
► Personal appearance – how people wish to be
perceived. E.g. untidy appearances could convey a lack of
care for self which could be interpreted as a lack of care
for customers.
► Punctuality – being punctual for appointments can
mutually affect people’s perception of each other’s
importance.
► Office presentation – the size, décor, atmosphere and
tidiness of an office creates an impression, conveying to
clients the self-image of a person or organisation.
► Personal space – the distance between the speaker and
the receiver can contribute to discomfort and could
promote negative feelings.

5. Listening Skills
► These are vital to the communication process.
They enable the employee to establish the
customers needs and attitudes.
► There are two main types of listening
 Active
► Interest in the conversation and understanding what is being
said. e.g. not talking when the speaker is speaking, ignoring
distractions, requesting clarification of unclear points.
 Reflective
► Tends to listen more to try and understand before responding

6. LISTENING TYPES
► Question
 Which listening type are you?

7. ASKING QUESTIONS
► In the workplace it is very important to ask questions if you need to:
- find out more information
- clarify a task that has been given to you or
- check whether the other person has understood what you have said.
► For example, if you are asked to do a task, you might need more
information by asking:
- When does it need to finished?
- How long is this likely to take me?
- How would you like me to do the task?
- I did not understand what you just said. Would you mind repeating it?

8. Questioning Techniques
► Askingthe right question can be very useful to any
person.
 Closed Questions
► Restrictive and require answers like yes or no
 Open Questions
► Broad questions and require lengthy answers.
► Question
 Create one closed question and one open question of
your own.

9. Questions Cont.
► High gain questions
 Extension from open questions and require detailed
information. (evaluate, analyse or reflect)
► Leading Questions
 These keep the customer focused on the reason for the
communication.
► Qualifying Question
 To assist in making sure information is correct
(clarifying)

10. Activity Questions
1. What non verbal messages are being conveyed in the
following situations
► A person is 10 minutes early to work
► A person is 15 minutes late to work
► The office of the boss is filled with marble throughout
► An employee chews gum
3. Explain three techniques that could improve your
listening skills
4. How has this slide presentation prepared you for working
in an office environment?