NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION Communication is the process of exchange of information between two or more partners with the goal of putting a message across.
The best known communication model is the S M C R- SOURCE, MESSAGE, CHANNEL,RECEIVER. NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION In the Process of communication, both sender and receiver condition their transmission and perception process by a series of psycho-social-factors such as
CULTURAL BACKGROUND NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION Their knowledge and their communication skill will affect the effectiveness of the message’s presentation, The second element the message is the actual information that the sender wishes to project.
The MESSAGE has three elements: A content (meaning),a code(language) and a treatment (the way it is presented) NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION A tridimensional model allows us to explore another important aspect of communication: TIME TREATMENT CONTENT CODE M4 M3 M4 M5 M2 Elements &structure
Of the message. vocal solutions
TIME body language
Spoken language NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION Whether intended message reaches the receiver or not is a delicate question.
Thousands of interferences can hinder the effective communication. They are called NOISE.
We may choose alternative channels to communicate: we may appeal to vision as in reading, or to hearing as in listening or to both as in audio visuals. The effectiveness of the channel varies according to the personality of the receiver. NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION Communication moves in blocks of information. There is formal verbal communication (VC) and an informal complementary information accompanying verbal communication, which we call as non-verbal communication (NVC). For receiver to understand message properly he must be aware of both types of messages (VC & NVC). NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION TIME plays an important role in communication, especially in NVC. In fact messages are emitted in sequences. Indeed the messages, as well as the mood that gives rise to them, can change from one instant to the next. Thus a receiver faces a small cube of communication consisting of three elements: mood during the particular period of time, the message and the channel. NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION NVC is a spontaneous means of expression that we learn through socialization process. It is essentially emotional and it is best use for purposes of mutual understanding and to complement action and words.
The comparison of characteristic of VC and NVC codes gives important insight into the complementary nature of these two systems of information. NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION NON-VERBAL COMMUNICATION : NON-VERBAL COMMUNICATION VC follows a logical process using signs, the meaning of which have been agreed upon,so that when one sign (word) is unfamiliar,we can find its fixed meaning in dictionary. The word fire has the same meaning for every body in every language, and we take time to reflect about the best way to convey our message.
On other hand,NVC express emotional state, appear spontaneously, often without our noticing them, and have different meaning depending upon the receiver(smile in Germany and Japan) In Germany there are hundreds of ways of interpreting a smile, and we use it without thinking. Its a reflex action. NON-VERBAL COMMUNICATIONANALYSIS of NVC : NON-VERBAL COMMUNICATIONANALYSIS of NVC Listing of seven basic category of emotions:
Three factors appear consistently as the most relevant : Evaluation, Potency and Activity----They are the three dimensions of human feelings. NON-VERBAL COMMUNICATIONANALYSIS of NVC : NON-VERBAL COMMUNICATIONANALYSIS of NVC We define Evaluation as “ like or dislike—approach or avoid”
Potency as status, social control “powerful or weak.
Activity as responsiveness, stimulating or non stimulating.
We can study many factors along a one dimensional scale. For example anxiety could be measured along a single –line scale, But if we want to differentiate a feeling or a concept from another, more than one dimension is needed because degree of complexity increases. In fact the meaning of a particular behaviour can show one place on the activity scale and quite another on evaluation scale. To illustrate: the word HERO is judged “good and strong", Dictator is also judged” strong “but Bad, simply by using two dimensions, we are able to differentiate these two concepts. NON-VERBAL COMMUNICATIONANALYSIS of NVC : NON-VERBAL COMMUNICATIONANALYSIS of NVC In conclusion ,if meanings include feelings and emotions, they vary in many dimensions, and an adequate description of them must reflect this fact. Thus to understand NVC ,we must represent it in terms of these three dimensions, i.e. Evaluation, Potency and Activity
ACTIVITY: NV behaviour reflects the very basic responses that an individual has towards life, like a hungry baby who cries. The activity dimension reflects these basic responses in social interaction. Thus a high activity score shows that the stimulus has importance and inversely low score indicates disinterest or boredom. Thus the activity dimension shows the degree of responsiveness a person diplays towards another person, an object or a particular event. NON-VERBAL COMMUNICATIONANALYSIS of NVC : NON-VERBAL COMMUNICATIONANALYSIS of NVC POTENCY: this dimension is directly related with power and control. Animals exhibit this dimension in the way they defend and dominate their territory. From the history we can infer the major influence that control plays in social interaction among human societies. Status symbols are clear examples of POTENCY. The judge on his high bench and the king on his throne are sending clear message of their power without opening their mouth. NON-VERBAL COMMUNICATIONANALYSIS of NVC : NON-VERBAL COMMUNICATIONANALYSIS of NVC EVALUATION : The third most important dimension --evaluation measures the approach avoidance response. It is most important because it is the most dynamic, and most subtle, and it dominates the other two. The evaluation dimension measures the relationship of the person with respect to another person, idea or situation in terms of achieving a goal or receiving punishment.
There are five basic rules applicable to everyone in the use of evaluation NON-VERBAL COMMUNICATIONANALYSIS of NVC-rules of evaluations : NON-VERBAL COMMUNICATIONANALYSIS of NVC-rules of evaluations The nearer you are to goal, the stronger your tendency to approach it.
The nearer you are to a menace, the stronger your tendency to avoid it.
The strength of avoidance increases more rapidly than that of approach.
The movement to avoid is also faster than that to approach, even with the same distance from the stimulus.
The strength of the tendencies(to avoid or approach) is in direct relation to the strength of the drive upon which they are based. NON-VERBAL COMMUNICATIONANALYSIS of NVC--activity : NON-VERBAL COMMUNICATIONANALYSIS of NVC--activity When a person has conflicting tendencies to approach and avoid the goal at the same time ,he is having “ approach –avoidance conflict”. This ambivalence can be observed again and again in daily call specially in your behaviour as a TSO and that of the doctor. For example , the doctors courtesy may conflict with his lack of interest. This interest will tend to reveal itself nonverbally. Since activity reflects awareness and level of arousal , it shows a change of the individual. It is dynamic. NON-VERBAL COMMUNICATIONANALYSIS of NVC : NON-VERBAL COMMUNICATIONANALYSIS of NVC Potency and evaluation are much more constant(they fluctuate less than activity less) than activity. Because of their stability, they are much better indicator of the personality of an individual. since personality represents durable, constant behaviour traits in the individual, potency and evaluation furnish us with a means for “ calibrating”(identifying) personality. NON-VERBAL COMMUNICATIONANALYSIS of NVC-the classification : NON-VERBAL COMMUNICATIONANALYSIS of NVC-the classification a) PARALANGUAGE: Involves the subtle message sent by variations in the way we use the voice, the language(choice of adjectives,) and the order of speech. To assess it we must read beyond the words and between the lines.
b)EYE LANGUAGE: Involves the message sent by the degree of eye contact that we maintain the degree of gaze fixation,etc to read it. we must learn the meaning of the different uses of the eye. NON-VERBAL COMMUNICATIONANALYSIS of NVC-the classification : NON-VERBAL COMMUNICATIONANALYSIS of NVC-the classification c) FACIAL EXPRESSIONS: The most important channel for emotional expression involves message sent by gesticulation(use expressive movements of hands and arms when speaking).To assess it ,we must learn to identify the possibilities for facial expression and their meaning.
d) BODY LANGUAGE: The most important channel to express the way that we cope with our emotions involves message sent by movements of head,arms,hands etc. To read it, we must learn a lexicon(dictionary) of body language and develop a subtle art of interpreting it. NON-VERBAL COMMUNICATIONANALYSIS of NVC-the classification : NON-VERBAL COMMUNICATIONANALYSIS of NVC-the classification e) SPACE USE: Involves the way we make use of the space available around us. To evaluate it, we must learn why people stay closer to or farther away from each other and what is the meaning of the different distances and seating (or standing arrangements during social interaction.
Finally, we can interpret NVC only as a cluster(a to e) as complementary to( or in contradiction to) VC, and keeping in mind that culture, social class,sex and age group also make different interpretations if the same sign possible. NON-VERBAL COMMUNICATIONIN A SALES CALL : NON-VERBAL COMMUNICATIONIN A SALES CALL A sales call is a very active social interaction. It is also a situation where often the objective of the two parties TSO and DOCTOR are in conflict. Most of the time, both parties must present a front of friendliness, empathy and/or interest, whether they fit reality or not. These two factors involve intense emotional activity on both parts. It is with the use of NVC knowledge that we can get around false information cues and read proper message. NON-VERBAL COMMUNICATIONIN A SALES CALL-AIDA model : NON-VERBAL COMMUNICATIONIN A SALES CALL-AIDA model Attention
Action(conviction to prescribe)
Here in NVC decision is divided into: CONVICTION and MOTIVATION. This is very important in NVC as the TSO can “read” valuable NVC message that will allow him to steer the call to good result. NON-VERBAL COMMUNICATIONIN A SALES CALL : NON-VERBAL COMMUNICATIONIN A SALES CALL NON-VERBAL COMMUNICATIONIN A SALES CALL : NON-VERBAL COMMUNICATIONIN A SALES CALL NON-VERBAL COMMUNICATIONIN A SALES CALL : NON-VERBAL COMMUNICATIONIN A SALES CALL Thanks for a patient listening
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