Communication is essential to understanding and connecting to the world around us. This session explores ways in which nonverbal communication can either help or hinder your ability to get messages across to consumers. Focusing on how to improve communication, this session offers a fun way to punctuate your communication through the targeted use of nonverbal communication skills. Discussion topics include: 1. The effects of context, body language, and cultural differences on communication 2. Strategies for ensuring congruent delivery of verbal and nonverbal messages 3. Techniques for addressing body language in professional settings
Understand basic rules of verbal and nonverbal communication Identify techniques to adapt nonverbal communication to produce clearer messages Learn how to reduce potential nonverbal barriers to communication
This course is aimed at anyone who wants to strengthen their professional performance by improving their ability to both deliver and decipher nonverbal messages.
This course will benefit participants by helping them to identify where they may have inconsistencies in their verbal and nonverbal communication and how mastering nonverbal communication can improve their working relationship with consumers.
This session explores ways in which nonverbal communication can either help or hinder your ability to get messages across to consumers. Focusing on how to improve communication, this session offers a fun way to punctuate your communication through the targeted use of nonverbal communication skills.
Achieve our goals by: Understanding basic rules of verbal and nonverbal communication Identifying techniques to adapt nonverbal communication to produce clearer messages Learning how to reduce potential nonverbal barriers to communication
FIRST ASK: What are some of the costs of poor communication? THEN go into list…
Dr. Albert Mehrabian, author of Silent Messages, conducted several studies on nonverbal communication. He found that 7% of any message is conveyed through words, 38% through certain vocal elements, and 55% through nonverbal elements (facial expressions, gestures, posture, etc). Subtracting the 7% for actual vocal content leaves one with the 93% statistic.
FIRST “C” = congruence
Both forms of communication to send messages Verbal uses voice; nonverbal uses body signs Nonverbal communication simply gets a message across without using words http people purposely say things a certain way to try to reach a particular goal. Other times, verbal communication is intentional insofar as it is directed toward another person (Motley, 1990). Although people can botch up what they mean to say, they still have a choice as to whether to utter the words or not. People have difficulty controlling tears in their eyes, fleeting facial expressions of emotion, and vocal anxiety because such behaviors are highly spontaneous.
“Of course, some nonverbal communication is strategic. A person might fake a yawn as an excuse to leave a social gathering early or smile as a means of trying to manipulate someone or create a good impression. To further complicate matters, the line between spontaneity and strategy can be blurry. Take the case of emblems. Emblems such as the hitchhiker's thumb or the “OK” gesture are used like words and are therefore strategic. But many facial emblems (see Ekman & Friesen, 1969), such as a sad or a happy face, can be spontaneous or strategic, depending on the situation. In general, however, verbal communication tends to be more strategic, whereas nonverbal communication tends to be more spontaneous.”://www.sagepub.com/edwards/study/materials/reference/77593_4.1ref.pdf
Aren’t going to discuss first four in detail
Speech sounds are affected by: Tone Pitch Volume Inflection Rhythm Rate
Can discuss “uptalk” or ending sentences as though they are a question – conveys insecurity about the message.
Peter Drucker’s Life and Legacy Peter F. Drucker was a writer, professor, management consultant and self-described “social ecologist,” who explored the way human beings organize themselves and interact much the way an ecologist would observe and analyze the biological world. Hailed by BusinessWeek as “the man who invented management,” Drucker directly influenced a huge number of leaders from a wide range of organizations across all sectors of society. Among the many: General Electric, IBM, Intel, Procter & Gamble, Girl Scouts of the USA, The Salvation Army, Red Cross, United Farm Workers and several presidential administrations. Drucker’s 39 books, along with his countless scholarly and popular articles, predicted many of the major developments of the late 20th century, including privatization and decentralization, the rise of Japan to economic world power, the decisive importance of marketing and innovation, and the emergence of the information society with its necessity of lifelong learning. In the late 1950s, Drucker coined the term “knowledge worker,” and he spent the rest of his life examining an age in which an unprecedented number of people use their brains more than their backs. Throughout his work, Drucker called for a healthy balance—between short-term needs and long-term sustainability; between profitability and other obligations; between the specific mission of individual organizations and the common good; between freedom and responsibility. Drucker’s first major work, The End of Economic Man, was published in 1939. After reading it, Winston Churchill described Drucker as “one of those writers to whom almost anything can be forgiven because he not only has a mind of his own, but has the gift of starting other minds along a stimulating line of thought.”
Non-verbal communication comes through each of these. Our brains process this information, mostly unconsciously, then we formulate opinions about a person. It’s important to remember that all of these combine to create the communication. Trainer note: Use the example of coming into a room with arms crossed… then with arms crossed and teeth chattering – one can signal a bad mood, the other that someone is cold.
Both your own and the person with whom you are communicating http://studentlife.mit.edu/sites/default/files/nonv%20comm%20hand%20out.pdf
Nancy Vera - Nonverbal Communication: It's Not What You Say, It's How You Say It
Helping Government Serve the People ®
It’s Not What You Say, It’s How You Say It
Presented by Nancy Vera
Communication is essential to understanding and
connecting to the world around us.
Discussion topics include:
1. Context, body language, and cultural differences
2. Congruent delivery of verbal and nonverbal messages
3. Techniques for addressing body language
Benefits of Good Communication
Good communication can:
• Reduce conflict
• Strengthen relationships
• Help people adopt ideas
• Increase productivity
• Improve quality of work
• Create a positive and trusting work environment
What we say without using words – mostly visual cues
Allows people to:
• Reinforce verbal information
• Convey emotional information
• Define or reinforce a relationship
• Provide feedback
• Regulate the flow of communication
When communication is authentic, communication is
Incongruence occurs when verbal and nonverbal
communication do not match.
• Verbal communication tends to be sent with intent and can
• Some nonverbal behaviors are harder to control.
If nonverbal communication does not match verbal communication,
the “listener” will believe what they see (nonverbal).
Facial Expressions Paralinguistics
Body Language, Postures, and
Types of Nonverbal Communication
“The most important thing in communication is hearing
what isn’t said.” – Peter Drucker
Nonverbal communication can act as verbal
My name is Nancy.
My name is Nancy?
My name is Nancy!
Posture sets the tone. Are you:
• Shaking your head?
Gestures can reinforce what you say
• Head nod
• High fives
Be Aware: The meaning of gestures varies by culture!
Depends on the individual, the situation and culture
The invasion of space can communicate:
How can invasion of personal space effect communication?
How do you tell a person they are invading your space?
Can be solely used to communicate a nonverbal
Conveys a variety of meanings
• Interest in subject matter
Three C’s of Nonverbal Communication
• History of
• Individual Roles
• Combination of
• How do they fit
• Do the words
match the tone
- Beyond Words, Jeff Thompson
Top 10 Tips for Improving Nonverbal Communication
1. Pay attention to nonverbal signals
2. Look for incongruent behaviors
3. Concentrate on voice tone
4. Use good eye contact; avoid distractions
5. Ask questions about nonverbal signals
6. Use signals to make communication more effective
7. Be aware of how signals are clustered
8. Consider the context of the situation
9. Remember some nonverbal signals are not universal
10.Practice, practice, practice