10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.
-
Upload
nathan-hicks -
Category
Documents
-
view
219 -
download
0
Transcript of 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.
![Page 1: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/1.jpg)
04/21/2304/21/23 11
Chapter 5 Chapter 5 “Understanding “Understanding
Nonverbal Nonverbal Communication”Communication”
OHSOHS
![Page 2: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/2.jpg)
04/21/2304/21/23 22
IntroductionIntroduction
What you do, how you look and the sound of your voice can send nonverbal messages that are even more powerful than words.
![Page 3: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/3.jpg)
04/21/2304/21/23 33
Topics of DiscussionTopics of Discussion• Categories of nonverbal• Functions of nonverbal• Characteristics of nonverbal• Characteristics of positive
professional image• Types of nonverbal communication• Characteristics of voice• Cues that accompany speech• Voice production• Body talk• Environmental nonverbal cues
![Page 4: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/4.jpg)
04/21/2304/21/23 44
Section 1Section 1
“Principles of Non-verbal Communication”
![Page 5: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/5.jpg)
04/21/2304/21/23 55
CategoriesCategories of Nonverbal of Nonverbal
SoundsKinesicsEnvironment
![Page 6: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/6.jpg)
04/21/2304/21/23 66
FunctionFunction of Nonverbal of Nonverbal
Reinforces verbal messages 65% to 93% of the time
![Page 7: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/7.jpg)
04/21/2304/21/23 77
FunctionFunction of Nonverbalof Nonverbal
Contradicts verbal•Receiver will believe nonverbal over verbal
•Can lead to confusion
![Page 8: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/8.jpg)
04/21/2304/21/23 88
Function of NonverbalFunction of Nonverbal
Substitutes for verbal
![Page 9: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/9.jpg)
04/21/2304/21/23 99
Characteristics of NonverbalCharacteristics of Nonverbal
Subconscious•Most often sent and received at this level
![Page 10: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/10.jpg)
04/21/2304/21/23 1010
Characteristics of NonverbalCharacteristics of Nonverbal
Contextual•Competent communicator takes
circumstances into account before making judgments
1.Touch, glance, smile = positive2.Avoid eye contact, frown, fold
arms = negative
![Page 11: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/11.jpg)
04/21/2304/21/23 1111
Characteristics of NonverbalCharacteristics of Nonverbal
Cultural•Signal in one culture may be
entirely different in different cultures
•U.S State Department has experts to advise diplomats
![Page 12: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/12.jpg)
04/21/2304/21/23 1212
Characteristics of NonverbalCharacteristics of Nonverbal
Ambiguous• No specific meaning except
that assigned• May last a split second1.May be unnoticed2.May be misinterpreted
![Page 13: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/13.jpg)
04/21/2304/21/23 1313
Characteristics of NonverbalCharacteristics of Nonverbal
Advice•Increase awareness and
sensitivity•Process on a conscious level•When confused use
perception checks
![Page 14: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/14.jpg)
04/21/2304/21/23 1414
Section 2Section 2
“Using Nonverbal Communication to Create a Professional Image”
![Page 15: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/15.jpg)
04/21/2304/21/23 1515
CharacteristicsCharacteristics of Positive of Positive Professional ImageProfessional Image
Confidence•Believes in self and skills•Conveys to others a belief in
ability to accomplish tasks and build relationships
![Page 16: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/16.jpg)
04/21/2304/21/23 1616
Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Poise• Read situations and act accordingly• Don’t hesitate in speech• Seldom uncertain how to act• Keeps cool in stressful situations• Conveys control of self and situation
![Page 17: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/17.jpg)
04/21/2304/21/23 1717
Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Assertiveness• Sense of purpose• Confident of self and beliefs – not
afraid to take a stand• Doesn’t allow pushing, bullying or
inconsiderate people to treat them unfairly
![Page 18: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/18.jpg)
04/21/2304/21/23 1818
Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Assertiveness•Projects messages conveying
and commands respect•Doesn’t impose will on others•Uses tact, persuasion and
logic
![Page 19: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/19.jpg)
04/21/2304/21/23 1919
Characteristics of Positive Characteristics of Positive Professional ImageProfessional Image
Immediacy
• Approachable, open
• Others feel they have full attention
![Page 20: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/20.jpg)
04/21/2304/21/23 2020
Types of NonverbalTypes of Nonverbal
Voice
Kinesics
Environmental Cues
![Page 21: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/21.jpg)
04/21/2304/21/23 2121
Types of NonverbalTypes of Nonverbal
Body talk
![Page 22: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/22.jpg)
04/21/2304/21/23 2222
Types of NonverbalTypes of Nonverbal
Environmental cues
![Page 23: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/23.jpg)
04/21/2304/21/23 2323
Characteristics of VoiceCharacteristics of VoicePitch• Closely tied to emotion• High or low sound on a musical
scale1. High= stress, fear, tension,
excitement, youth2. Medium = calmness, confidence3. Low = sadness, tenderness,
concern Pleasant to listen to Long use lulls listeners
![Page 24: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/24.jpg)
04/21/2304/21/23 2424
Characteristics of VoiceCharacteristics of Voice
Pitch
• Range = variations possible – high/low
• Inflections = rising & falling - adds variety
1. Same pitch = monotone/very ineffective
![Page 25: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/25.jpg)
04/21/2304/21/23 2525
Characteristics of VoiceCharacteristics of VoiceVolume• Louder/softer• Speaker is responsible for being
heard• Loud= overbearing or rude• Soft = shy, incompetent• Use listener to judge
appropriateness 1. Leaning forward – talk louder2. Leaning back = talk softer
![Page 26: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/26.jpg)
04/21/2304/21/23 2626
Characteristics of VoiceCharacteristics of Voice
Tone• Vocal quality• Can be mellow, weak, harsh• Resonance comes from
breathing deeply and using the diaphragm
![Page 27: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/27.jpg)
04/21/2304/21/23 2727
Characteristics of VoiceCharacteristics of Voice
Duration• Rate
1. Too fast = hard to follow
2. Too slow = loss of interest
3. Variety is best
4. Speeding up and slowing down holds interest• Tempo = rhythm• Analyze feedback
![Page 28: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/28.jpg)
04/21/2304/21/23 2828
Cues That Accompany VoiceCues That Accompany Voice
Pauses/silence• Pause = short break• Silence = longer break• Punctuates by setting off thoughts• Provokes thought• Develops curiosity or suspense• Dramatic effect• Raises questions• Demonstrates a willingness to listen• Expresses approval, disapproval or apathy• Demonstrates courtesy, respect, intense emotion
![Page 29: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/29.jpg)
04/21/2304/21/23 2929
Cues That Accompany VoiceCues That Accompany Voice
Laughter• Often conveys humor, friendliness,
acceptance• Can convey cruelty or sarcasm1. Analyze context2. Is laughter controlled3. Avoid loud, raucous laughter4. Laugh WITH others not AT them5. Learn to laugh at yourself6. Use to promote goodwill
![Page 30: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/30.jpg)
04/21/2304/21/23 3030
Cues That Accompany VoiceCues That Accompany Voice
Vocalizations•Sighs, whines, throat clearing
•Overuse will clutter speech
![Page 31: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/31.jpg)
04/21/2304/21/23 3131
Characteristics of Kinesics Characteristics of Kinesics
Personal appearance
• People respond first to sight
• Appearance can block communication
• Culture overrides all else
![Page 32: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/32.jpg)
04/21/2304/21/23 3232
Characteristics of Kinesics Characteristics of Kinesics
Personal appearance• Grooming1. Clean, conservative2. Avoid unnatural colors and fad cuts3. Take cue from majority even if style
is not forbidden4. 1 earring per ear for females, none
for males5. Cover tattoos
![Page 33: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/33.jpg)
04/21/2304/21/23 3333
Cues That Accompany KinesicsCues That Accompany Kinesics
Kinesics• Posture1. Straight and relaxed = confident2. Makes clothes fit better• Muscular tone and tension1. Taut muscles, stiff neck, jerky
movements = stress2. Relaxed = comfortable and in
control
![Page 34: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/34.jpg)
04/21/2304/21/23 3434
Cues That Accompany KinesicsCues That Accompany Kinesics
Movement and gesture• Movement = gait = way
you walk1.Don’t take long,
aggressive strides2.Don’t shuffle or drag feet
![Page 35: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/35.jpg)
04/21/2304/21/23 3535
Cues That Accompany KinesicsCues That Accompany Kinesics
Movement and gesture• Gesture reinforces message or
substitutes for speech• Cultural1. U.S. – nod = yes2. Turkey/Greece – nod = no• Can be distracting
![Page 36: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/36.jpg)
04/21/2304/21/23 3636
Cues That Accompany KinesicsCues That Accompany Kinesics
Facial
• Eye
1. Direct = honest, respect
2. Avoidance = dishonest, hiding something
• cultural
![Page 37: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/37.jpg)
04/21/2304/21/23 3737
Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Spatial• Intimate – up to 18 inches
• Personal – 18 to 24 inches
•Social – 4 to 12 feet
•Public 12 -25 feet
![Page 38: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/38.jpg)
04/21/2304/21/23 3838
Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Territory•Respect territory of others•Maintain your own
![Page 39: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/39.jpg)
04/21/2304/21/23 3939
Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Touch•Handshake is more appropriate in business than a hug or pat
![Page 40: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/40.jpg)
04/21/2304/21/23 4040
Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Time• Use of time reflects priorities
• All have same time, not same talent, more or physical ability
• Mandated slices
• Learn when to say no• Staying within limits =
responsible
![Page 41: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/41.jpg)
04/21/2304/21/23 4141
Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Artifacts• Keep in good repair• Color creates atmosphere• Classic, clean, conservative1.Navy, brown, black, grey =
professional colors
![Page 42: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/42.jpg)
04/21/2304/21/23 4242
Characteristics of Characteristics of Environmental CuesEnvironmental Cues
Fragrance and odor•Most direct link to memory•Use light and sparingly or go fragrance free
![Page 43: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/43.jpg)
Dealing with DifferencesDealing with Differences
• Ethnicity– Don’t use physical features– consider culture not ethnicity
04/21/2304/21/23 4343
![Page 44: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/44.jpg)
Dealing with DifferencesDealing with Differences
• Gender
• American culture = C as equals
• Others = females defer to males
04/21/2304/21/23 4444
![Page 45: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/45.jpg)
Dealing with DifferencesDealing with Differences
• Age
• Don’t consider it
04/21/2304/21/23 4545
![Page 46: 10/27/20151 Chapter 5 “Understanding Nonverbal Communication” OHS.](https://reader035.fdocuments.in/reader035/viewer/2022062423/56649f045503460f94c1851d/html5/thumbnails/46.jpg)
04/21/2304/21/23 4646
What This MeansWhat This Means
You are more than what you say. Everything about you reflects how you perceive yourself and how you think others perceive you.