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Communication skills presentation jan 2017

Basic principles of verbal and non-verbal communcations

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Communication skills presentation jan 2017

  1. 1. Communication skills
  2. 2. Components • Verbal Communication
  3. 3. Components • Verbal Communication • Non verbal communication • Paralinguistics • Expressions • Hand-eye movements
  4. 4. Components • Verbal Communication • Non verbal communication • Paralinguistics • Expressions • Hand-eye movements • Active listening skills
  5. 5. Verbal communication • Opening Communication
  6. 6. FiveRules of Conversation Conversation is a Two-Way Street
  7. 7. FiveRules of Conversation Conversation is a Two-Way Street Be Friendly and Polite
  8. 8. FiveRules of Conversation Conversation is a Two-Way Street Be Friendly and Polite Build rapport –be nice – Don’t say you looked bored no matter what
  9. 9. FiveRules of Conversation Conversation is a Two-Way Street Be Friendly and Polite Build rapport –be nice – Don’t say you looked bored no matter what Find a common ground Be interested – you will become interesting
  10. 10. FiveRules of Conversation Conversation is a Two-Way Street Be Friendly and Polite Build rapport –be nice – Don’t say you looked bored no matter what Find a common ground Be interested – you will become interesting
  11. 11. Verbal communication • Opening Communication • Reinforcements
  12. 12. •Did you say Burning Pain ???
  13. 13. •So you did had loss of weight ??
  14. 14. Verbal communication • Opening Communication • Reinforcements • Questioning
  15. 15. Verbal communication • Opening Communication • Reinforcements • Questioning • Effective listening
  16. 16. Verbal communication • Opening Communication • Reinforcements • Questioning • Effective listening • Reflection
  17. 17. Gibb’s Cycle of Reflection . • What was the whole event ? • What was good about it ? • What was bad about it ? • What can be the possible solutions?
  18. 18. Verbal communication • Opening Communication • Reinforcements • Questioning • Effective listening • Reflection • Closing
  19. 19. Aspects of Effective Speaking • Accents • Effect of Breath • Quality of Voice • Volume • Clarity • Variety • Pace • Volume • Pitch- inflection – emphasis • Pauses
  20. 20. Non-verbal communication consists of a complete package of expressions, hand and eye movements, postures, and gestures which should be interpreted along with speech (verbal communication).
  21. 21. Non – verbal communications •Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head; •Posture, or how you stand or sit, whether your arms are crossed. •Eye Contact, Determines the level of trust and trustworthiness; •Para-language, pitch, tone, and speed of speaking; •Closeness or Personal Space (Proxemics), which determines the level of intimacy; •Facial Expressions, including smiling, frowning and even blinking; and •Physiological Changes, for example, sweating or blinking more when nervous.
  22. 22. Non – verbal communications •Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head; •Posture, or how you stand or sit, whether your arms are crossed. •Eye Contact, Determines the level of trust and trustworthiness; •Para-language, pitch, tone, and speed of speaking; •Closeness or Personal Space (Proxemics), which determines the level of intimacy; •Facial Expressions, including smiling, frowning and even blinking; and •Physiological Changes, for example, sweating or blinking more when nervous.
  23. 23. Non – verbal communications •Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head; •Posture, or how you stand or sit, whether your arms are crossed. •Eye Contact, Determines the level of trust and trustworthiness; •Para-language, pitch, tone, and speed of speaking; •Closeness or Personal Space (Proxemics), which determines the level of intimacy; •Facial Expressions, including smiling, frowning and even blinking; and •Physiological Changes, for example, sweating or blinking more when nervous.
  24. 24. Non – verbal communications •Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head; •Posture, or how you stand or sit, whether your arms are crossed. •Eye Contact, Determines the level of trust and trustworthiness; •Para-language, pitch, tone, and speed of speaking; •Closeness or Personal Space (Proxemics), which determines the level of intimacy; •Facial Expressions, including smiling, frowning and even blinking; and •Physiological Changes, for example, sweating or blinking more when nervous.
  25. 25. Non – verbal communications •Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head; •Posture, or how you stand or sit, whether your arms are crossed. •Eye Contact, Determines the level of trust and trustworthiness; •Para-language, pitch, tone, and speed of speaking; •Closeness or Personal Space (Proxemics), which determines the level of intimacy; •Facial Expressions, including smiling, frowning and even blinking; and •Physiological Changes, for example, sweating or blinking more when nervous.
  26. 26. Proxemics • The Four Main Categories of Proxemics • Intimate Distance (touching to 45cm) • Personal Distance (45cm to 1.2m) • Social Distance (1.2m to 3.6m) • Public Distance (3.7m to 4.5m)
  27. 27. Non – verbal communications •Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head; •Posture, or how you stand or sit, whether your arms are crossed. •Eye Contact, Determines the level of trust and trustworthiness; •Para-language, pitch, tone, and speed of speaking; •Closeness or Personal Space (Proxemics), which determines the level of intimacy; •Facial Expressions, including smiling, frowning and even blinking; and •Physiological Changes, for example, sweating or blinking more when nervous.
  28. 28. Non – verbal communications •Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head; •Posture, or how you stand or sit, whether your arms are crossed. •Eye Contact, Determines the level of trust and trustworthiness; •Para-language, pitch, tone, and speed of speaking; •Closeness or Personal Space (Proxemics), which determines the level of intimacy; •Facial Expressions, including smiling, frowning and even blinking; and •Physiological Changes, for example, sweating or blinking more when nervous.
  29. 29. Body posture - positive • Maintaining eye contact • Smiling (if appropriate) but especially as a greeting and when parting. • Sitting squarely on a chair, leaning slightly forward • Nodding in agreement. • A firm handshake. • Presenting a calm exterior. • Looking interested.
  30. 30. Negative body language includes: • Not looking at a person when speaking. • Tapping a foot, fingers etc. • Rocking backwards and forwards. • Continually clearing your throat. • Fiddling with hair, ear lobes, jewellery, jacket, glasses, etc. • Picking at fingers or finger nails. • Yawning. • Repeatedly looking at your watch or a clock in the room. • Standing too close to others. • Inattention to a person who is speaking • Scratching.
  31. 31. Questions ??

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