Non Verbal Communication

Non Verbal Non Verbal Communication 2Communication 2

Body Language Body Language PosturePosture

►Standing upright, head down, slouching, etc.Standing upright, head down, slouching, etc. GesturesGestures

►Movement of hands, feet or other parts of body, e.g. Movement of hands, feet or other parts of body, e.g. pointing a finger, hands on hips, pointing a finger, hands on hips,

VoiceVoice►Loud, whiny, mumbles, overly soft, clear, appropriately Loud, whiny, mumbles, overly soft, clear, appropriately

firm, sarcastic, etcfirm, sarcastic, etc Facial ExpressionFacial Expression

►Rolling eyes, eye contact, yawning, relaxed, looking Rolling eyes, eye contact, yawning, relaxed, looking away, constant smiling, etc.away, constant smiling, etc.

..

ACTIVITYACTIVITY

Illustrate in a Illustrate in a TableTable how the above body languages are how the above body languages are related to the three communication styles: related to the three communication styles:

aggressive, passive and assertiveaggressive, passive and assertive

ASSERTIVEASSERTIVE PASSIVEPASSIVE AGGRESSIVEAGGRESSIVE

PosturePosture

GesturesGestures

VoiceVoice

Facial Facial ExpressionsExpressions

Non- verbal communication Non- verbal communication cont’dcont’d

► Personal appearancePersonal appearance – how people wish to be – how people wish to be perceived. E.g. untidy appearances could convey a perceived. E.g. untidy appearances could convey a lack of care for self which could be interpreted as a lack of care for self which could be interpreted as a lack of care for customers.lack of care for customers.

► PunctualityPunctuality – being punctual for appointments can – being punctual for appointments can mutually affect people’s perception of each other’s mutually affect people’s perception of each other’s importance.importance.

► Office presentationOffice presentation – the size, décor, atmosphere – the size, décor, atmosphere and tidiness of an office creates an impression, and tidiness of an office creates an impression, conveying to clients the self-image of a person or conveying to clients the self-image of a person or organisation.organisation.

► Personal spacePersonal space – the distance between the – the distance between the speaker and the receiver can contribute to speaker and the receiver can contribute to discomfort and could promote negative feelings.discomfort and could promote negative feelings.

Listening SkillsListening Skills

► These are vital to the communication These are vital to the communication process. They enable the employee to process. They enable the employee to establish the customers needs and attitudes.establish the customers needs and attitudes.

► There are two main types of listeningThere are two main types of listening ActiveActive

► Interest in the conversation and understanding what is Interest in the conversation and understanding what is being said. e.g. not talking when the speaker is speaking, being said. e.g. not talking when the speaker is speaking, ignoring distractions, requesting clarification of unclear ignoring distractions, requesting clarification of unclear points.points.

ReflectiveReflective►Tends to listen more to try and understand before Tends to listen more to try and understand before

respondingresponding

LISTENING TYPESLISTENING TYPES

►QuestionQuestion Which listening type are you? Which listening type are you?

ASKING QUESTIONSASKING QUESTIONS

► In the workplace it is very important to ask questions if you need to: In the workplace it is very important to ask questions if you need to:

- find out more information find out more information - clarify a task that has been given to you orclarify a task that has been given to you or- check whether the other person has understood what you have check whether the other person has understood what you have

said.said.

► For example, if you are asked to do a task, you might need more For example, if you are asked to do a task, you might need more information by asking:information by asking:

- When does it need to finished?When does it need to finished?- How long is this likely to take me?How long is this likely to take me?- How would you like me to do the task?How would you like me to do the task?- I did not understand what you just said. Would you mind repeating I did not understand what you just said. Would you mind repeating

it?it?

Questioning TechniquesQuestioning Techniques

► Asking the right question can be very useful Asking the right question can be very useful to any person.to any person. Closed QuestionsClosed Questions

►Restrictive and require answers like yes or noRestrictive and require answers like yes or no

Open QuestionsOpen Questions►Broad questions and require lengthy answers.Broad questions and require lengthy answers.

►QuestionQuestion Create one closed question and one open Create one closed question and one open

question of your own. question of your own.

Questions Cont.Questions Cont.

►High gain questionsHigh gain questions Extension from open questions and require Extension from open questions and require

detailed information. (evaluate, analyse or detailed information. (evaluate, analyse or reflect)reflect)

► Leading QuestionsLeading Questions These keep the customer focused on the reason These keep the customer focused on the reason

for the communication.for the communication.

►Qualifying QuestionQualifying Question To assist in making sure information is correctTo assist in making sure information is correct

(clarifying)(clarifying)

Activity Questions Activity Questions

1.1. What non verbal messages are being conveyed in What non verbal messages are being conveyed in the following situationsthe following situations► A person is 10 minutes early to workA person is 10 minutes early to work► A person is 15 minutes late to workA person is 15 minutes late to work► The office of the boss is filled with marble throughoutThe office of the boss is filled with marble throughout► An employee chews gumAn employee chews gum

2.2. Explain three techniques that could improve yourExplain three techniques that could improve yourlistening skillslistening skills

3.3. How has this slide presentation prepared you for How has this slide presentation prepared you for working in an office environment?working in an office environment?