Nonverbal Communication It influences the way a message is interpreted by the receiver Includes all unwritten and unspoken messages Non-verbal cues speak louder than words These cues contain up to 93% of the meaning of a message In a clash between the verbal and the non- verbal the receivers tend to believe the non- verbal messages
Nonverbal CommunicationEye contact – Eyes give out the true feelings and attitudes. Enables the sender to determine if the receiver is paying attention, showing respect and responding favourably or not.
Nonverbal CommunicationEffective guidelines on eye contact: If you have trouble staring someone in the eye, look at something else on their face. When speaking to a group look at everyone. Look at people who are key decision makers or hold power. Look at reactive listeners. Do not look at the floor, scripts or anything that causes you tilt your head away from the receiver. Do not look at bad listeners who may distract you.
Nonverbal CommunicationFacial Expression – Human face can display almost 2,50,000 different expressions.Posture and Gestures – Postures can convey high status and confidence or shyness and submissiveness. Gestures can also communicate thoughts through movements.Time, Space and Territory send silent messages – How we use our time and structure ourselves reflects our personality. How we arrange things around us speaks on ourselves and our objectives. We all have our comfort zones.
Appearance sends silent messages o Appearance of business documents can either convey our professionalism or send negative messages about the same. o Appearance of people helps the onlooker make quick judgements about our status, credibility, personality and potential.
Body Language Cues Defensiveness Crossing arms, glancing side-ways, touching or rubbing nose, rubbing eyes, buttoning coat, drawing away Nervousness Clearing throat, making “whew” sound, whistling, smoking, pinching flesh, fidgeting, covering mouth, jiggling money or keys, tugging ears, wringing hands Cooperation Leaning forward, opening hands, sitting on edge of chair, making hand-to-face gestures, unbuttoning coat Contd…
Body Language Cues Power, Confidence Making expansive movements, sitting upright, steepling hands, placing hands behind back or in coat pockets with thumbs out, acting affable, turning one’s back, sitting in relaxed, almost sprawling position Weakness, Insecurity Making small movements, hunching over, pinching flesh, chewing pen, twiddling thumbs, biting fingernails, leaning forward with feet together on floor Frustration Taking short breaths, making “tsk” sound, wringing hands, clenching fists, pointing index finger, running fingers through hair, rubbing back of neck
Four Space Zones for Social InteractionZone Distance UsesIntimate 0 to 1½ feet Reserved for members of the family and other loved ones.Personal 1½ to 4 feet For talking with friends privately. The outer limit enables you to keep someone at arm’s length.Social 4 to 12 feet For acquaintances, fellow workers and strangers. Close enough for eye contact yet far enough for comfort.Public 12 feet and over For use in the classroom and for speeches before groups. Nonverbal cues become important as aids to communication.
Nonverbal CommunicationChecklist of Techniques for Improving NonverbalCommunication Skills Establish and maintain eye contact Use posture to show interest Reduce or eliminate physical barriers Improve your decoding skills Probe for more information Avoid assigning nonverbal meanings out of context Associate with people from diverse cultures Appreciate the power of appearance Observe yourself on videotape Enlist friends and family