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Verbal and Nonverbal Communication Skills.pptx
- 2. Leaders and managers - over two-third of their time in communicating with one or more people within and outside their organizations Interpersonal communication - one of the top five managerial skills or competencies required for effectiveness Also a core life skill because much of our social existence involves interactions with people Interpersonal Communication
- 3. A process of verbal and non-verbal exchanges of messages between two or more persons in a face to face situation Speaker, listener, message, verbal and non- verbal medium, face to face situation, and effect or response Interpersonal Communication
- 4. Purpose Understanding - adequacy, accuracy and clarity of information Relationship - improving relationships and avoiding conflicts, misunderstanding and differences Interpersonal Communication
- 5. Verbal Communication Oral or spoken form of communication As important as – or even more important – than written communication for managers Core part of interpersonal communication
- 6. Verbal Communication Used for Exchange messages, instructions, ideas, and wishes related to task Build good working relations Situations where used Face to face and distance One – to- one, dyad, or group
- 7. Skills Categories Skills for increasing clarity of message Skills for developing and maintaining credibility Skills for obtaining feedback
- 8. Increasing Clarity of Message Use multiple channels Be complete and specific Take responsibility Be congruent Simplify language
- 9. Developing and Maintaining Credibility Know what you are talking about Establish mutual trust Share all relevant information Be honest Be reliable Be warm and friendly Be dynamic Appropriate self disclosure
- 10. Obtaining Feedback Take imitative to ask for feedback Don’t be defensive Check your understanding Check out underlying assumptions Be sensitive to the non-verbal messages Ask questions to clarify
- 11. Verbal Behavior Categories Proposing: a behaviour which puts forward a new concept, suggestion, or course of action (and is actionable) Building: a behaviour which extends or develops a proposal made by another person (and is actionable)
- 12. Verbal Behavior Categories Supporting: a behaviour which involves a conscious and direct declaration of support or agreement with another person or his ideas Disagreeing: a behaviour which involves a conscious, direct and reasoned declaration of different of opinion or criticism of another person's ideas
- 13. Verbal Behavior Categories Defending/attacking: a behaviour which attacks another person or defensively strengthens a person’s own position (usually involving overt value judgment and emotional overtone) Blocking: a behaviour which places a difficulty or blocking in the path of a proposal or idea without offering any alternative proposal or reasoned statement of disagreement
- 14. Verbal Behavior Categories Open: a behaviour which exposes the person who makes it to risk of ridicule or loss of status, involving admission of mistakes or inadequacies made in a non-defensive manner Testing understanding: a behaviour which seeks to establish whether or nor an earlier contribution has been understood Summarising: a behaviour which restating in a compact form, the content of previous discussions
- 15. Verbal Behavior Categories Seeking information: a behaviour which seeks facts, opinions or clarifications from others Giving information: a behaviour which offers facts, opinions or clarifications to others
- 16. Verbal Behavior Categories Bringing in: a behaviour which is a direct and positive attempt to involve others Shutting out: a behaviour which excludes or attempts to exclude others Encouraging : a behaviour which expresses the feeling of being friendly to others
- 17. Consequences of Behavior Categories No behavior good or bad in itself – appropriate in some situations and not in others Awareness of their consequences important for skilled communicators
- 18. Proposing Perceived as being a constructive behavior Stimulation of reaction (e.g. supporting, disagreeing, blocking) Excess – may not be helpful as it does not give opportunity for reaction, clarification or building Counter-proposals – alternative proposals Badly received if it immediately follows a proposal First reaction is expected Consequences of Behavior Categories
- 19. Consequences of Behavior Categories Building Difficult to use for most people Easy to criticize than to build Associated with team spirit and group satisfaction Encouraging to others and non-competitive Likely to lead to support than a proposal Supporting Encouraging effect Likely to increase participation
- 20. Consequences of Behavior Categories Disagreeing Lead to disagreeing spiral (series of increasingly emotional disagreements) or to defensive behavior Switching off by the listener even if explanation is given after disagreement May be necessary due to content and no disagreement may be a danger signal Behaviors that help break spiral: testing understanding, seeking information, open, proposing, or supporting Statement reason first before disagreeing
- 21. Consequences of Behavior Categories Defending/ Attacking Leads to defending or attacking behavior by the other person Building of spiral Behaviors that help break spiral: testing understanding, seeking information, open, proposing, or supporting Blocking Effect of irritation and may lead to defending/ attacking behavior
- 22. Consequences of Behavior Categories Open In reality, no risk of exposition to ridicule Disarming effect Testing understanding Clarity of the communication, though not commonly used Feeling of being given importance by the other person Possibility of getting more information than by seeking information Helps people to work out solutions to their own problem
- 23. Consequences of Behavior Categories Summarizing Maintains clarity and prevents things being forgotten or overlooked Useful in keeping discussion in perspective Seeking information Leads to giving information Giving information A wide category with unpredictable consequences Some information may be ignored; a forthright opinion may provoke a powerful reaction
- 24. Patterns of Categories Initiating Proposing, seeking information, building, giving information Clarifying Testing understanding, summarizing, seeking information, giving information Reacting Supporting, disagreeing, defending/attacking
- 25. Initiating Behaviors Beginning of interpersonal communication Usually positively perceived Expectation of reactions Overuse and under-use to be avoided
- 26. Clarifying Behaviors Maintains clarity and understanding of communication May be misunderstood as proposing or reacting if not skillfully used Over-use and under-use to be avoided
- 27. Reaction Behaviors Though neutral, lack of reaction often seen as disagreement A strong need for reactions to contributions Circumstances may cause people to suppress reactions but it may cause problems (e.g. feelings not expressed often assumed as non-existent)
- 28. Reaction Behaviors Low reactor (a person who uses little of these behaviors) Disconcerting to deal with Cause others to talk faster (trying hard to get reactions, to overreact themselves, to lose track of their arguments from concentrating too much on reactions, experience unease and embarrassment, and make negative assumptions Useful in negotiations and selection interviews
- 29. Principles of Using Behaviors Roughly equal amount of initiating, clarifying, and reacting behaviors Roughly equal amount of contributions by participants Ratio of proposing to building - less than 4:1 Testing understanding and summarizing – more than 10 percent of total behaviors Ratio of giving information to seeking information – less than 3:1 Ratio of shutting out to bringing in – less than 2:1
- 30. A picture/ glance is worth a thousands words A very powerful source of communication About 93 percent of the meaning transmitted in face to face communication Perceived as more reliable by the receiver Principle of congruence between verbal and nonverbal communication Confusion and distortion if mixed signals are transmitted or perceived Cultural influences Nonverbal Behaviors
- 31. Visual communication Vocal communication Tactile communication Time communication Space communication Image communication Nonverbal Behaviors
- 32. Body language or kinesics Facial expression Eye movements Postures Gestures Visual Communication
- 33. Tone or voice Loudness Pitch Rate Rhythm Clarity Vocal Communication
- 34. Use of touch to impart meaning Handshake Pat on the back Arms around the shoulder Push Slap Tactile Communication
- 35. Time kept and given in interpersonal communication Time spent – duration and persons Early, on time or late arrival Communication through Time
- 36. Proxemics Territory – occupation, semi-private or private territory Things – type and quality of things in the territory Personal space zone Communication through Space
- 37. Impression management through Clothing Hair style Body adornments Other dimensions of physical appearance Communication through Image