COM100 Effective Business Communication Session 6, Verbal and non-verbal communication

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1 COM100 Effective Business Communication Session 6, Verbal and non-verbal communication

2 Click to edit Master title style Learning Outcomes The learning outcomes to be achieved in this session are: o define non-verbal communication o identify the importance of the use verbal and non-verbal communication o identify non-verbal communication messages. Study Group Australia Pty Ltd trading as Martin College, Martin Higher Education 2

3 Why is non-verbal communication important? The ubiquity of nonverbal communication The social impact of nonverbal communication (See Jiles and le Poire in Manusov and Patterson, The Sage Handbook of Nonverbal Communication 2006)

4 Definition of Nonverbal Communication Is it simply communication which doesn t use spoken or written language? OR are things a little more complex than at first appears? Image source: Communication in Context

5 Definition of Nonverbal Communication We must distinguish between the type of sign PRODUCED (nonverbal) and the perceiver s code for INTERPRETING that sign (frequently verbal)

6 Definition of Nonverbal Communication Another way of attempting to define verbal and non-verbal is in terms of their respective functions. However, this approach is deficient, because functions often overlap. (Knapp & Hall, 1992, p. 6)

7 Nonverbal Communication Cluster: in relation to nonverbal communication, a group of different types of non-verbal behaviour Congruence: the extent to which verbal and nonverbal messages reinforce or contradict each other

8 Types of non-verbal messages Personal Cultural - common to a group of people or culture Universal Unrelated to the message (random) Source: BPIR.com Study Group Australia Pty Limited, SGA1286-F2/10/12 8

9 Classifying non-verbal communication 1. Kinesics (body language) gestures, posture, personal appearance 2. Proxemixs the use of space, distance and territory 3. Chronemics communication by time 4. Haptics communication by touch 5. Vocalics communication by sounds other than words Study Group Australia Pty Limited, SGA1286-F2/10/12 9

10 Kinesics Includes movement of the body, hands and arms, feet and legs and head eye movements and eye contact facial expressions personal appearance Study Group Australia Pty Limited, SGA1286-F2/10/12 10

11 Body Movement Gestures are shorthand ways of communicating a whole range of states of mind: Openness Approval Insecurity Deceit Apathy Disapproval Confidence Arrogance Despair Hostility Courtship and affection Image source:

12 Body Movement The importance of Posture and gestures

13 Posture The use of gestures and posture can be: POSITIVE (functional) or NEGATIVE (dysfunctional) Image source: beyondcareersuccess

14 Mirroring Postures

15 Eyes: The Portals of the Soul Knapp and Hall (2002) predict that gaze behaviour will increase in situations in which: People are discussing easy, interpersonal topics At least one person likes or loves the other At least one person is an extrovert At least one person is listening rather than talking At least one person belongs to a culture that emphasises direct eye contact during interaction

16 Facial expressions It is estimated that the face is capable of creating up to 250,000 different expressions! Study Group Australia Pty Limited, SGA1286-F2/10/12 16

17 Facial Expressions Ekman (2004) suggests there are three techniques people use to put on a false face. 1. Qualifying 2. Modulating 3. Falsifying

18 Image: clothing and adornment Indication of cultural beliefs, sexual modesty or purity: a nun s habit, veils, burkas, chadors, hijabs Display of sexual modesty: concealing clothing Display of leisurely life: casual clothing Display of group identification: uniforms

elevator/platform shoes, hair transplants, cosmetic surgery

19 Image: display of wealth and status Displays of dominance/threat/physical toughness Displays of compensation: elevator/platform shoes, hair transplants, cosmetic surgery Displays of religious affiliation: yarmulkes, crosses, clerical collars Tattoos

20 Personal Space Proxemics: the study of the space and territory in interactions and relationships between individuals. The fours zones identified are: intimate personal social public

21 Touch as a form of communication Haptics: the study of touch as a form of communication Touch can be usefully classified into five types: Functional/professional Social/polite Friendship/warmth Love/intimacy Sexual/arousal

22 Time and Cultural Context Chronemics: the study of time use behaviour in relation to communication: punctuality promptness of responses reliability of behaviour

It ain t what you say, but the way that you say it The characteristics of the voice and vocal cues, separate from the words being spoken, that can convey meaning.

23 It ain t what you say, but the way that you say it The characteristics of the voice and vocal cues, separate from the words being spoken, that can convey meaning. Tone Audibility - volume level Articulation clarity and diction Pitch and inflection Rate of speech Pausing and silences Fillers used um Paralinguistics Image: French Paralanguage

24 Review Non-verbal communication can reinforce or contradict what is spoken or written and can communicate emotional content Non-verbal communication can express positive or negative cues Non-verbal cues play an important and significant role in the communication process Non-verbal communication operates alongside verbal language It has been suggested that the non-verbal message may hold more credibility than the verbal, as it is less easy to manipulate Study Group Australia Pty Limited, SGA1286-F2/10/12 24

25 The End

26 Tutorial Tutorial discussion How did the non-verbal communication and cues and social behaviours of the student and librarian differ from that of the two people in the Cafeteria? What are the factors that you consider might have contributed to these differences? Non-verbal communication should be considered and interpreted in context. What does this mean?

27 Tutorial Activities: 1. Eye contact 2. Proxemics 3. Vocalics

SOCF111. Session 7. Modes of Communication (1) Department of Social Sciences. endeavour.edu.au

SOCF111. Session 7. Modes of Communication (1) Department of Social Sciences. endeavour.edu.au SOCF111 Session 7 Modes of Communication (1) Department of Social Sciences endeavour.edu.au Mindfulness Exercise Endeavour College of Natural Health endeavour.edu.au 2 Modes of Communication (1) Session