SOFT SKILLS Course
- Emil Velinov
ITC-Prague
SOFT SKILLS : AN OVERVIEW
• INTRODUCTION
• IMPORTANCE
• TYPES OF NON - VERBAL MESSAGES
• BODY LANGUAGE
• INTERPRETING BODY...
NON-VERBAL COMMUNICATION :
INTRODUCTION ( 1 of 4 )

♦Non -Verbal Communication is the message or

response not expressed o...
NON-VERBAL COMMUNICATION :
INTRODUCTION ( 2 of 4 )

♦Non-Verbalsignalsareunconsciousparts

ofourbehaviorwhichisadeeplyroot...
NON-VERBAL COMMUNICATION :
INTRODUCTION ( 3 of 4 )

Christopher Turk puts it very simply :
“…
one
cannotnotbehave.Now,ifit...
NON-VERBAL COMMUNICATION :
INTRODUCTION ( 4 of 4 )

♦NVCistheunspokencommunicationthat

goesonineveryFace-to-Faceencounter...
IMPORTANCEOFNON-VERBALCOMMUNICATION

♦Communication researcher Mehrabian found that

only 7% of a message‟s effect are car...
TYPES OF NON-VERBAL MESSAGES

A. Body Language orKinesics
B. Clothing or Artifactual Communication
C. Voice or Paralanguag...
A. Body Language
“Thebodilygestures,postures,andfacial
expressionsbywhichaperson
communicatesnonverballywithothers”
-(Souk...
A. Body Language
“Bodylanguageandkinesicsarebasedon
thebehavioralpatternsofnonverbal
communication,butkinesicsisstillsonew...
A. Basic Types of Body Language postures
1.OPEN /
CLOSEDPeople with
arms folded and legs
crossed and bodies
turned away ar...
ITC Prague

11
A. Body Language

?

1. Facial expression(s)
2. Eyes
3. Lips
4. Arms
5. Hands
6. Fingers

ITC Prague

12
A1.1 The Face
♦The face is an important source of

information.
♦Since the face cannot be easily hidden,
it is an importan...
A1.1 Facial Expression(s)

SM/HSS/IIT-KGP

14
A1.2 Facial Expression(s)
Forehead

Wrinkles

Anger

Eyebrows

Outer edges
up

Anger

Nose

Upward

Contempt

SM/HSS/IIT-K...
A1.16
Facial
Expression(s)
♦Whatisthe
impressionyouwish
toconvey?
♦Doyousmileat
others?
♦Alwayssmiling,
neversmile,
someti...
A2. Eyes
Centered

Focused

Gazing Up

Thinking

Gazing Down

Shame

Gaze on the Side

Guilty

Wandering

Disinterested, B...
A3. Lips
Parted

Relaxed, Happy

Together

Possibly Concerned

Wide Open

Very Happy / Very
Angry

SM/HSS/IIT-KGP

18
A4. Arms
Arms Crossed

Angry, Disapproving

Open

Honest, Accepting

SM/HSS/IIT-KGP

19
A5. Hands
On Top of the Head

Amazement

Scratching Head

Puzzled , Confused

Rubbing Eyes

Tired

Rubbing Chin
folded

Th...
A6. Fingers
Fingers Interlocked

Tense

Pointing at you

Angry

OK Signal

Fine

V Sign

Peace

SM/HSS/IIT-KGP

21
Interpreting Body Language

From -Mind your Manners
John Mole

SM/HSS/IIT-KGP

22
1.1. Responsive
♦ ENGAGED leaning

forward
♦Open Body
♦Open Arms
♦Open Hands

ITC Prague

23
1.2. Responsive
♦EAGER (sprint

position)
♦Open Legs
♦Feet under Chair
♦On Toes
♦Leaning Forward

ITC Prague

24
1.3. Responsive
♦READY TO AGREE

closes papers
♦Pen Down
♦Hands Flat on Table

ITC Prague

25
2.1. Reflective
♦LISTENINGwith

head tilted
♦Lots of Eye Contact
♦Nodding
♦High Blink Rate

ITC Prague

26
2.2. Reflective
♦EVALUATING :

sucking glasses /
pencil
♦Stroking Chin
♦Looking Up and Right
♦Legs crossed in 4 pos.
♦Ankl...
2.3. Reflective
♦ATTENTIVE

(standing)
♦Arms behind Back
♦Smile
♦Open Feet

ITC Prague

28
3.1. Fugitive
♦BORED staring into

space
♦Slumped Posture
♦Doodling
♦Foot Tapping

ITC Prague

29
3.2. Fugitive
♦LET ME GO feet

towards door
♦Looking Around
♦Buttoning Jacket

ITC Prague

30
3.3. Fugitive
♦REJECTION

sitting/moving back
♦Arms Folded
♦Legs Crossed in 11
pos.
♦Thigh on Knee
♦Head Down
♦Frown

ITC ...
4.1. Combative
♦LET ME SPEAK

finger tapping
♦Foot Tapping
♦Staring

ITC Prague

32
4.2. Combative
♦AGGRESSIVE

leaning forwards
♦Finger Pointing
♦Fists Clenched

ITC Prague

33
4.3. Combative
♦DEFIANT (standing)
♦Hands on Hips
♦Frown

ITC Prague

34
B. Artifactual Communication and Color
♦Artifactual communication, is an

integral part of the nonverbal package.
♦It incl...
D.SpaceandDistance,orProxemicfactors
♦ Proxemic cues, including the treatment of

space and territory influence interactio...
D.SpaceandDistance,orProxemicfactors
♦ Researchers divide environmental spaces

into three categories:informal, semifixedf...
Gender, Diversity, and Technology

•The use of nonverbal cues is affected by
variables such as gender, culture, and
techno...
TipstoimproveNon-VerbalCommunication
♦Positive NV behavior improves your

non-verbal communication
effectiveness.
♦You can...
ReferencesonNon-VerbalCommunication

•GambleandGamble’sCommunication
Works–TMH
•Turk’sEffectiveSpeaking–Spon
Press/Foundat...
Non -Verbal Communication

THANKYOU

ITC Prague

41
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Soft skills (Emil Velinov)

  1. 1. SOFT SKILLS Course - Emil Velinov ITC-Prague
  2. 2. SOFT SKILLS : AN OVERVIEW • INTRODUCTION • IMPORTANCE • TYPES OF NON - VERBAL MESSAGES • BODY LANGUAGE • INTERPRETING BODY LANGUAGE • ARTIFACTUAL COMMUNICATION AND COLOR • SPACE AND DISTANCE / PROXEMICS • GENDER , DIVERSITY AND TECHNOLOGY • TIPS TO IMPROVE N-V COMMUNICATION • PROJECT MANAGEMENT SKILLS and NEGOTIATION SKILLS 2
  3. 3. NON-VERBAL COMMUNICATION : INTRODUCTION ( 1 of 4 ) ♦Non -Verbal Communication is the message or response not expressed or sent in words - hints , suggestions , indications. ♦Actions speak louder than words. ♦“What you are speaks so loudly that I cannot hear what you say” - Ralph Waldo Emerson ♦There is a distinction between the meanings we „give‟ in words and the meanings we „give – off ‟ in NV signals. ITC Prague 3
  4. 4. NON-VERBAL COMMUNICATION : INTRODUCTION ( 2 of 4 ) ♦Non-Verbalsignalsareunconsciousparts ofourbehaviorwhichisadeeplyrooted partinourentiremakeup. ♦Infact,itisthemostbasicpartofour personality. ♦Behaviorhasnoopposite,i.e.thereisno suchthingasnon-behavior. ITC Prague 4
  5. 5. NON-VERBAL COMMUNICATION : INTRODUCTION ( 3 of 4 ) Christopher Turk puts it very simply : “… one cannotnotbehave.Now,ifitisaccepted thatallbehaviorinan interactionalsituationhas message value, i.e., is communication, it follows that no matter how one may try, one cannotnotcommunicate.Activityorinactivity,words or silence,allhavemessage value: theyinfluence others and these others, in turn, cannot notrespond to these communications.” ITC Prague 5
  6. 6. NON-VERBAL COMMUNICATION : INTRODUCTION ( 4 of 4 ) ♦NVCistheunspokencommunicationthat goesonineveryFace-to-Faceencounter withanotherhumanbeing. ♦Itisrecognizedastheroutetodiscover whattheothersidewants,withoutthem eversayingit,likeasecretwayintotheir soul. ♦NVCstandsfortheinnermost,instinctual formofhumancommunication. ITC Prague 6
  7. 7. IMPORTANCEOFNON-VERBALCOMMUNICATION ♦Communication researcher Mehrabian found that only 7% of a message‟s effect are carried by words ; listeners receive the other 93% through non - verbal means. ♦Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions. ♦Over 65 percent ofthe social meaning of the messages we send to others are communicated non-verbally. ITC Prague 7
  8. 8. TYPES OF NON-VERBAL MESSAGES A. Body Language orKinesics B. Clothing or Artifactual Communication C. Voice or Paralanguage D. Space and Distance, or Proxemic factors E. Color F. Time, or Chronemics ; and G. Touch, or Haptics ITC Prague 8
  9. 9. A. Body Language “Thebodilygestures,postures,andfacial expressionsbywhichaperson communicatesnonverballywithothers” -(Soukhanov1992:211). KINESICS : ♦POSTURE ♦GESTURE ♦FACIALEXPRESSIONS ♦GAZE / EYE CONTACT ITC Prague 9
  10. 10. A. Body Language “Bodylanguageandkinesicsarebasedon thebehavioralpatternsofnonverbal communication,butkinesicsisstillsonew asasciencethatitsauthoritiescanbe countedonthefingersofonehand" -(Fast1970:9). ITC Prague 10
  11. 11. A. Basic Types of Body Language postures 1.OPEN / CLOSEDPeople with arms folded and legs crossed and bodies turned away are signaling that they are rejecting messages. People showing open hands, fully facing you and both feet planted on the ground are accepting them. 2.FORWARD/BACK When people are leaning forward and pointing towards you they are actively accepting or rejecting the message. When they are leaning back, looking up at the ceiling, doodling on a pad, cleaning their glasses they are either passively absorbing or ignoring it.
  12. 12. ITC Prague 11
  13. 13. A. Body Language ? 1. Facial expression(s) 2. Eyes 3. Lips 4. Arms 5. Hands 6. Fingers ITC Prague 12
  14. 14. A1.1 The Face ♦The face is an important source of information. ♦Since the face cannot be easily hidden, it is an important source of nonverbal information and communicates a variety of emotions. ♦In addition, eye contact, pupil size, and the smile provide additional cues to informed observers. SM/HSS/IIT-KGP 13
  15. 15. A1.1 Facial Expression(s) SM/HSS/IIT-KGP 14
  16. 16. A1.2 Facial Expression(s) Forehead Wrinkles Anger Eyebrows Outer edges up Anger Nose Upward Contempt SM/HSS/IIT-KGP 15
  17. 17. A1.16 Facial Expression(s) ♦Whatisthe impressionyouwish toconvey? ♦Doyousmileat others? ♦Alwayssmiling, neversmile, sometimes. SM/HSS/IIT-KGP 16
  18. 18. A2. Eyes Centered Focused Gazing Up Thinking Gazing Down Shame Gaze on the Side Guilty Wandering Disinterested, Bored SM/HSS/IIT-KGP 17
  19. 19. A3. Lips Parted Relaxed, Happy Together Possibly Concerned Wide Open Very Happy / Very Angry SM/HSS/IIT-KGP 18
  20. 20. A4. Arms Arms Crossed Angry, Disapproving Open Honest, Accepting SM/HSS/IIT-KGP 19
  21. 21. A5. Hands On Top of the Head Amazement Scratching Head Puzzled , Confused Rubbing Eyes Tired Rubbing Chin folded Thinking, Timid, Shy SM/HSS/IIT-KGP 20
  22. 22. A6. Fingers Fingers Interlocked Tense Pointing at you Angry OK Signal Fine V Sign Peace SM/HSS/IIT-KGP 21
  23. 23. Interpreting Body Language From -Mind your Manners John Mole SM/HSS/IIT-KGP 22
  24. 24. 1.1. Responsive ♦ ENGAGED leaning forward ♦Open Body ♦Open Arms ♦Open Hands ITC Prague 23
  25. 25. 1.2. Responsive ♦EAGER (sprint position) ♦Open Legs ♦Feet under Chair ♦On Toes ♦Leaning Forward ITC Prague 24
  26. 26. 1.3. Responsive ♦READY TO AGREE closes papers ♦Pen Down ♦Hands Flat on Table ITC Prague 25
  27. 27. 2.1. Reflective ♦LISTENINGwith head tilted ♦Lots of Eye Contact ♦Nodding ♦High Blink Rate ITC Prague 26
  28. 28. 2.2. Reflective ♦EVALUATING : sucking glasses / pencil ♦Stroking Chin ♦Looking Up and Right ♦Legs crossed in 4 pos. ♦Ankle on Knee ITC Prague 27
  29. 29. 2.3. Reflective ♦ATTENTIVE (standing) ♦Arms behind Back ♦Smile ♦Open Feet ITC Prague 28
  30. 30. 3.1. Fugitive ♦BORED staring into space ♦Slumped Posture ♦Doodling ♦Foot Tapping ITC Prague 29
  31. 31. 3.2. Fugitive ♦LET ME GO feet towards door ♦Looking Around ♦Buttoning Jacket ITC Prague 30
  32. 32. 3.3. Fugitive ♦REJECTION sitting/moving back ♦Arms Folded ♦Legs Crossed in 11 pos. ♦Thigh on Knee ♦Head Down ♦Frown ITC Prague 31
  33. 33. 4.1. Combative ♦LET ME SPEAK finger tapping ♦Foot Tapping ♦Staring ITC Prague 32
  34. 34. 4.2. Combative ♦AGGRESSIVE leaning forwards ♦Finger Pointing ♦Fists Clenched ITC Prague 33
  35. 35. 4.3. Combative ♦DEFIANT (standing) ♦Hands on Hips ♦Frown ITC Prague 34
  36. 36. B. Artifactual Communication and Color ♦Artifactual communication, is an integral part of the nonverbal package. ♦It includes the use of personal adornments such as clothing, jewellery, makeup, hairstyles, and beards. ♦People are apt to make inferences about us based on the way we dress. ITC Prague 35
  37. 37. D.SpaceandDistance,orProxemicfactors ♦ Proxemic cues, including the treatment of space and territory influence interaction and help define the communication experience. ♦ Edward Hall says there are four different distances that we keep between ourselves and other people: intimate distance-0 to 18 inches; personal distance-18 inches to 4 feet; social distance-4 to 12 feet; and public distance-12 feet to the limit of sight. ITC Prague 36
  38. 38. D.SpaceandDistance,orProxemicfactors ♦ Researchers divide environmental spaces into three categories:informal, semifixedfeature, and fixed-feature based on the perceived permanence of the physical space. ♦ Territoriality is an important concept in communication : typically, human beings stake out space or territory. ♦ Territoriality describes the need to demonstrate a possessive or ownership relationship to space. Markers are used to reserve space and set boundaries that help identify the space as belonging to someone. ITC Prague 37
  39. 39. Gender, Diversity, and Technology •The use of nonverbal cues is affected by variables such as gender, culture, and technology. •The ways men and women use nonverbal cues reflects societal practices. •To a large degree, people modify their use of nonverbal cues depending on the culture they belong to or identify with. •Nonverbal communication is also affected by whether communication is occurring onor off- line. ITC Prague 38
  40. 40. TipstoimproveNon-VerbalCommunication ♦Positive NV behavior improves your non-verbal communication effectiveness. ♦You can improve your effectiveness as a non-verbal communicator by observing and analyzing both the physical environment of interactions and the body language, appearance, gestures, vocal cues, eye contact, and touching behavior of the participants. ♦Inculcate positive Body Sport. ITC Prague 39
  41. 41. ReferencesonNon-VerbalCommunication •GambleandGamble’sCommunication Works–TMH •Turk’sEffectiveSpeaking–Spon Press/FoundationBooks •TheInternet ITC Prague 40
  42. 42. Non -Verbal Communication THANKYOU ITC Prague 41

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