logging in or signing up effective communication shaajo Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 607 Category: Product Traini.. License: All Rights Reserved Like it (1) Dislike it (0) Added: September 14, 2011 This Presentation is Public Favorites: 2 Presentation Description No description available. Comments Posting comment... By: cstari (2 month(s) ago) Very effective, if possible send me a copy (t99ghosh@gmail.com) Saving..... Post Reply Close Saving..... Edit Comment Close By: habahbehranda (2 month(s) ago) would you please sent this presentation to my e-mail habahbeh64@hotmail.com, thanks Saving..... Post Reply Close Saving..... Edit Comment Close By: jmusech (8 month(s) ago) Will you please e-mail me a cipy of your PPT, it has a lot of great diagrams! Thanks, jenny.musech@bhshealth.org Saving..... Post Reply Close Saving..... Edit Comment Close By: ramwithkrishna (8 month(s) ago) can help too much to understand!!!!!!!!!!! Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Effective Communication: Effective CommunicationOverview : Overview Functions of Communication The Communication Process Communication Fundamentals Key Communication SkillsSlide 3: What is Communication?Functions of Communication: Functions of Communication Control Motivation Emotional Expression InformationSlide 5: Most common ways we communicate Spoken Word Written Word Visual Images Body LanguageIt is believed that we spend 80% of our time communicating. This is distributed as follows:: It is believed that we spend 80% of our time communicating. This is distributed as follows: 9% Writing 16% Reading 30% Speaking 45% ListeningCommunication Process Model: Receiver Decode message Encode feedback Form feedback Sender Form message Encode message Decode feedback Transmit Message Transmit Feedback Receive encoded message Receive feedback Noise Communication Process ModelCommunication Network: Communication Network COMMUNICATION NETWORK FORMAL INFORMAL Upward Downward Horizontal GrapevineFormal Communication: Formal Communication Advantages Maintenance of Authority and Accountability Intimate Relations Authenticity of matter communicated Uniformity of Information Well established and planned. Focused on a Company’s strategy and directionCommunication Fundamentals: Communication Fundamentals Direction: Downward Upward Horizontal Networks: Formal vs. InformalSlide 11: Direction of Organizational Communication Upward Comm. DOWNWARD COMM Horizontal Comm.Slide 12: Direction of Organizational Communication Downward From supervisor to subordinate Job instructions Information on organization policies Performance feedback Inform associates about the organization’s goals and changesSlide 13: Direction of Organizational Communication Upward From subordinate to supervisor Grievance procedures Departmental meetings Participation in decisions And others Upward communication may be necessary to Monitor the effectiveness of decisions Provide information Maintain associate morale Ensure that jobs are being done properlySlide 14: Direction of Organizational Communication Horizontal Between associates at the same level Facilitates coordination among organizational units May arise from integrating positions (boundary-spanning positions) 360-degree performance feedbackSlide 15: Interpersonal Communication Direct verbal or nonverbal interaction between two or more active participants Formal vs. informal issues Informal includes spontaneous interactions Informal may reach more associates Informal can help build cohesion and friendship among associates Informal may include untrue rumors and gossipSlide 16: Communication Media Effective managers use richer media when Message becomes more equivocal Message is more important They need to present a positive self-image Face-to-face Formal numerical text Formal written text Personal written text Electronic messaging Telephone Do you know which media are richer? Least rich RichestSlide 17: Do you sometimes get distracted when communicating with others ?Slide 18: Communication Barriers Communication message True understanding Communication barriers Information overload Noise Time pressures Network breakdowns Information distortion Cross-cultural barriers Organizational Barriers Individual Barriers Differing perceptions Semantic differences Status differences Consideration of self-interest Personal space Poor listening skillsIs it Important ?: Is it Important ? Yes! Yes! Yes!Key Communication Skills: Key Communication Skills Listening Skills Feedback SkillsBasic Communication Skills Profile: Basic Communication Skills Profile ________________________________________________ Type Order Learned Extent Used Extent Taught ____________________________________________ Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth FirstActive Listening Process and Strategies: Active Listening Process and Strategies ACTIVE LISTENING SENSING •Postpone evaluation • Avoid interruptions • Maintain interest EVALUATING • Empathize • Organize information RESPONDING • Show interest • Clarify the messageSlide 23: The HURIER Model: Components of Effective Listening EFFECTIVE LISTENING HEARING (paying careful attention to what is being said) UNDERSTANDING ( comprehending the message being sent) REMEMBERING (being able to recall the message being sent) RESPONDING (replying to the sender, letting him/her know you are paying attention) EVALUATING (not immediately passing judgment on the message being sent) INTERPRETING (not reading anything into the message the sender is communicating)Slide 24: LISTENING SKILLS WHAT DOES IT MEAN TO REALLY LISTEN?Slide 25: Hearing Vs Listening Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.Stages of the Listening Process: Stages of the Listening Process Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding RememberingListening: Listening Level of Attentiveness Non listener Passive listener Semi-active listener Active listenerThe Listening Process: The Listening Process Hearing Filtering Interpreting RecallingHow to Be an Effective Listener: How to Be an Effective Listener What You Do about Listening ? Take notes effectively Establish eye contact with the speaker Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden RuleTHE 6 P’S OF LISTENING: THE 6 P’S OF LISTENING PREPARING – setting your mind to the task of being an active listener PERCEIVING – recognizing when blocking ours. Blocking is a barrier that interferes with objective listening PARTICIPATING – focusing your thoughts on the task of listening well while you are receiving information PROCESSING – thinking about information you hear to try to make sense of it PROBING – asking questions to help you understand and process information that you hear PERSONALIZING – fitting information you hear into your own needs and goals framework so that it becomes “yours”Barriers to Listening: Barriers to Listening Physical Distractions Mental Distractions Health Concerns Nonverbal Distractions Inappropriate Timing Ineffective Speech CharacteristicsAdvantages of Effective Listening: Advantages of Effective Listening Develop better attitude Improve relationships with others Gain support from others Learn about minor problem before they become major onesDeveloping Effective Feedback Skills: Developing Effective Feedback Skills Focus on specific behaviours Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward behaviour that is controllable by the recipientVerbal Communication: Verbal Communication In Verbal Communication we have to remember the : P PITCH I INTONATION C CLARITY T TONE U UNDERSTANDING R RATE E ENUNCIATIONNon Verbal dimension: Non Verbal dimension Be aware of the impact of non verbal communication Actions Speak louder than wordsNON VERBAL COMMUNICATION: NON VERBAL COMMUNICATION a message without words (although it often is accompanied by words)Slide 37: The words we use Actions, vocal qualities, and activities that typically accompany a verbal message Verbal Communication Nonverbal CommunicationCharacteristics of nonverbal communications: Characteristics of nonverbal communications The nonverbal communication can be unintentional A nonverbal communication may be more honest than a verbal one Nonverbal communication makes, or helps to make, a first impression Nonverbal communication is always presentFunctions of Nonverbal Communication: Functions of Nonverbal Communication Substitute Complement Contradict Verbal CommunicationSlide 40: When nonverbal and verbal contradict, we tend to accept the nonverbal inference. Message not expressed or sent in words : Message not expressed or sent in words Gestures, Postures, Facial expressionFirst Impressions: F irst I mpressions ” E verytime we initiate communication. someone, has taken in our appearance, Registered our enthusiasm and sincerety Noted our tone of voice and processed all into nonverbal message.Self-Presentation: Self-Presentation What message do you wish to send with your choice of clothing and personal grooming? Microsoft PhotoClothing:: Clothing: Clothing – Affects what people think about status, affiliation, norms and conformity. Uniforms – military, school. Identifies you with a particular organization. Occupational – nurses, police officer, business suits. Clothing employees are expected to wear, not as strict as uniform. Leisure clothing – jeans, sweatshirts. People exert their personal identities here. Costumes – hats, boots, etc. Highly individualized dress.Body Adornment: Body Adornment Hair Color and Style Make-up Tattoos Piercing JewelryProjecting a Powerful Image: Projecting a Powerful Image How would you like to sound? How would you like to look? How did you look &sound ? The name of the difference is the “image gap” Projecting an image that is consistent with the person you want to be significantly improves your ability to develop trust &rapportImage can be critical to your success: Image can be critical to your success Name a: Singer Politician BusinessmanProjecting a Powerful Image: Projecting a Powerful Image Total image consists of: The first impressions you project The depth of your knowledge The breadth of your knowledge Your enthusiasm.Non Verbal Communication: Non Verbal Communication Facial expressions Eye movements Head movements Hand movements Posture Way of talking Closeness Body contactKinds of Body Language: Kinds of Body Language Para linguistics Kinesics Postures Proxemics Haptics Appearance Chronemics OculesicsPara linguistics : Para linguistics Refers to Vocal Communication Consists of: Pitch Tone of Voice Vocally produced noises Pause Volume Rate of SpeechInflection changes and meaning: Inflection changes and meaning Inflected Sentences I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car Meaning Someone else said Bill stole your car I deny I said Bill stole your car I implied that Bill stole your car Someone else stole your car He borrowed your car Bill stole someone else’s car Bill stole something else of yoursKinesics: KinesicsSlide 54: Facial Expressions Angry Lower eyebrow, stare intensely Fear Round eyes, open mouth Disgust Wrinkled nose, lowered eyelids Surprise Raised eyebrows, wide open eyes, open mouth Happiness Round eyes, smiles, raised cheeksSlide 55: NONVERBAL BEHAVIOR INTERPRETATION Brisk, erect walk Confidence Standing with hands at waist Readiness, aggression Sitting with legs crossed, foot kicking slightly Boredom Sitting, legs apart Open, relaxed Arms crossed Defensiveness Walking with hands in pockets, shoulders hunched Dejection Hand to cheek Evaluation, thinking Touching, slightly rubbing nose Rejection, doubt, lying Rubbing the eye Doubt, disbelief Hands clasped behind back Anger, frustration, apprehension Locked ankles ApprehensionSlide 56: Head resting in hand, eyes downcast Boredom Rubbing hands Anticipation Sitting with hands clasped behind head, legs crossed Confidence, superiority Open palm Sincerity, openness, innocence Pinching bridge of nose, eyes closed Negative evaluation Tapping or drumming fingers Impatience Patting/fondling hair Lack of self-confidence; insecurity Tilted head Interest Stroking chin Trying to make a decision Looking down, face turned away Disbelief Biting nails Insecurity, nervousness Pulling or tugging at ear IndecisionGestures: Gestures Openness, Confidence Open hands Eye contact Smile, leaning forward, relaxed Standing straight Indifference Legs crossed Shaking one foot Glancing at exit Yawning FidgetWhat does this symbol mean to you?: What does this symbol mean to you? In the United States it is a symbol for good job In Germany the number one In Japan the number five In Ghana an insult In Malaysia the thumb is used to point rather than a fingerProxemics - how we use the space around us - our environment : Proxemics - how we use the space around us - our environment Intimate distance , up to 18”, is appropriate for private conversations between close friends. Personal distance , from 18”- 4’, is the space in which casual conversation occurs. Social distance , from 4’ – 12’, is where impersonal business such as job interviews is conducted. Public distance is anything more than 12’Oculesics: Oculesics Eye Communication The Gaze! Duration of Eye Contact Direction of Eye Contact Microsoft Image Eye Contact: Eye Contact The majority of people in the United States and other Western cultures expect people to look them in the eye when communicating. Microsoft Photo Eye Contact: Eye Contact Japanese direct their gaze to a position around the Adam’s apple. Chinese, Indonesians, and Mexicans lower their eyes as a sign of deference. Arabs look intently into others’ eyes showing keen interest. Microsoft PhotoSlide 63: Functions of the Eyes - Avoidance Maintain Privacy Signal Lack of Interest Block Unpleasant Stimuli Microsoft ImageSlide 64: Eye Communication - Pupil Dilation Dilated Pupils More Attractive Pupil Size Reveals Level of Emotional ArousalHaptics: Haptics Study of touch as nonverbal communication Includes Handshake A pat on shoulder Shaking hands Holding hands Pat on the backChromatics: Effect of time in communication: Chromatics: Effect of time in communication How do we manage and react to others’ management of time duration activity punctuality Microsoft Photo: Time Chronemics = the study of time Emphasis on Past, Present, or Future Cultural Time Perspectives Monochronemic - fixed Polychronemic – not fixed Microsoft ImageFurniture placement and non verbal communication in the office: Furniture placement and non verbal communication in the office “I am the boss, but let’s talk.” “Forget I am the boss, let’s talk.” “I am the boss!”Do…….: Do……. Relax your shoulders Nod when you are listening Don’t slouch, sit up straight Lean, but not too muchSlide 70: Don’t touch your face Keep your head up Slow down a bit Don’t stand too close Don’t…Don’t……: Don’t…… Don’t touch your face Keep your head up Slow down a bit Don’t stand too closeSlide 72: Smile!! “ You are not completely dressed until your wear a smile ". You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
effective communication shaajo Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 607 Category: Product Traini.. License: All Rights Reserved Like it (1) Dislike it (0) Added: September 14, 2011 This Presentation is Public Favorites: 2 Presentation Description No description available. Comments Posting comment... By: cstari (2 month(s) ago) Very effective, if possible send me a copy (t99ghosh@gmail.com) Saving..... Post Reply Close Saving..... Edit Comment Close By: habahbehranda (2 month(s) ago) would you please sent this presentation to my e-mail habahbeh64@hotmail.com, thanks Saving..... Post Reply Close Saving..... Edit Comment Close By: jmusech (8 month(s) ago) Will you please e-mail me a cipy of your PPT, it has a lot of great diagrams! Thanks, jenny.musech@bhshealth.org Saving..... Post Reply Close Saving..... Edit Comment Close By: ramwithkrishna (8 month(s) ago) can help too much to understand!!!!!!!!!!! Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Effective Communication: Effective CommunicationOverview : Overview Functions of Communication The Communication Process Communication Fundamentals Key Communication SkillsSlide 3: What is Communication?Functions of Communication: Functions of Communication Control Motivation Emotional Expression InformationSlide 5: Most common ways we communicate Spoken Word Written Word Visual Images Body LanguageIt is believed that we spend 80% of our time communicating. This is distributed as follows:: It is believed that we spend 80% of our time communicating. This is distributed as follows: 9% Writing 16% Reading 30% Speaking 45% ListeningCommunication Process Model: Receiver Decode message Encode feedback Form feedback Sender Form message Encode message Decode feedback Transmit Message Transmit Feedback Receive encoded message Receive feedback Noise Communication Process ModelCommunication Network: Communication Network COMMUNICATION NETWORK FORMAL INFORMAL Upward Downward Horizontal GrapevineFormal Communication: Formal Communication Advantages Maintenance of Authority and Accountability Intimate Relations Authenticity of matter communicated Uniformity of Information Well established and planned. Focused on a Company’s strategy and directionCommunication Fundamentals: Communication Fundamentals Direction: Downward Upward Horizontal Networks: Formal vs. InformalSlide 11: Direction of Organizational Communication Upward Comm. DOWNWARD COMM Horizontal Comm.Slide 12: Direction of Organizational Communication Downward From supervisor to subordinate Job instructions Information on organization policies Performance feedback Inform associates about the organization’s goals and changesSlide 13: Direction of Organizational Communication Upward From subordinate to supervisor Grievance procedures Departmental meetings Participation in decisions And others Upward communication may be necessary to Monitor the effectiveness of decisions Provide information Maintain associate morale Ensure that jobs are being done properlySlide 14: Direction of Organizational Communication Horizontal Between associates at the same level Facilitates coordination among organizational units May arise from integrating positions (boundary-spanning positions) 360-degree performance feedbackSlide 15: Interpersonal Communication Direct verbal or nonverbal interaction between two or more active participants Formal vs. informal issues Informal includes spontaneous interactions Informal may reach more associates Informal can help build cohesion and friendship among associates Informal may include untrue rumors and gossipSlide 16: Communication Media Effective managers use richer media when Message becomes more equivocal Message is more important They need to present a positive self-image Face-to-face Formal numerical text Formal written text Personal written text Electronic messaging Telephone Do you know which media are richer? Least rich RichestSlide 17: Do you sometimes get distracted when communicating with others ?Slide 18: Communication Barriers Communication message True understanding Communication barriers Information overload Noise Time pressures Network breakdowns Information distortion Cross-cultural barriers Organizational Barriers Individual Barriers Differing perceptions Semantic differences Status differences Consideration of self-interest Personal space Poor listening skillsIs it Important ?: Is it Important ? Yes! Yes! Yes!Key Communication Skills: Key Communication Skills Listening Skills Feedback SkillsBasic Communication Skills Profile: Basic Communication Skills Profile ________________________________________________ Type Order Learned Extent Used Extent Taught ____________________________________________ Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth FirstActive Listening Process and Strategies: Active Listening Process and Strategies ACTIVE LISTENING SENSING •Postpone evaluation • Avoid interruptions • Maintain interest EVALUATING • Empathize • Organize information RESPONDING • Show interest • Clarify the messageSlide 23: The HURIER Model: Components of Effective Listening EFFECTIVE LISTENING HEARING (paying careful attention to what is being said) UNDERSTANDING ( comprehending the message being sent) REMEMBERING (being able to recall the message being sent) RESPONDING (replying to the sender, letting him/her know you are paying attention) EVALUATING (not immediately passing judgment on the message being sent) INTERPRETING (not reading anything into the message the sender is communicating)Slide 24: LISTENING SKILLS WHAT DOES IT MEAN TO REALLY LISTEN?Slide 25: Hearing Vs Listening Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.Stages of the Listening Process: Stages of the Listening Process Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding RememberingListening: Listening Level of Attentiveness Non listener Passive listener Semi-active listener Active listenerThe Listening Process: The Listening Process Hearing Filtering Interpreting RecallingHow to Be an Effective Listener: How to Be an Effective Listener What You Do about Listening ? Take notes effectively Establish eye contact with the speaker Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden RuleTHE 6 P’S OF LISTENING: THE 6 P’S OF LISTENING PREPARING – setting your mind to the task of being an active listener PERCEIVING – recognizing when blocking ours. Blocking is a barrier that interferes with objective listening PARTICIPATING – focusing your thoughts on the task of listening well while you are receiving information PROCESSING – thinking about information you hear to try to make sense of it PROBING – asking questions to help you understand and process information that you hear PERSONALIZING – fitting information you hear into your own needs and goals framework so that it becomes “yours”Barriers to Listening: Barriers to Listening Physical Distractions Mental Distractions Health Concerns Nonverbal Distractions Inappropriate Timing Ineffective Speech CharacteristicsAdvantages of Effective Listening: Advantages of Effective Listening Develop better attitude Improve relationships with others Gain support from others Learn about minor problem before they become major onesDeveloping Effective Feedback Skills: Developing Effective Feedback Skills Focus on specific behaviours Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward behaviour that is controllable by the recipientVerbal Communication: Verbal Communication In Verbal Communication we have to remember the : P PITCH I INTONATION C CLARITY T TONE U UNDERSTANDING R RATE E ENUNCIATIONNon Verbal dimension: Non Verbal dimension Be aware of the impact of non verbal communication Actions Speak louder than wordsNON VERBAL COMMUNICATION: NON VERBAL COMMUNICATION a message without words (although it often is accompanied by words)Slide 37: The words we use Actions, vocal qualities, and activities that typically accompany a verbal message Verbal Communication Nonverbal CommunicationCharacteristics of nonverbal communications: Characteristics of nonverbal communications The nonverbal communication can be unintentional A nonverbal communication may be more honest than a verbal one Nonverbal communication makes, or helps to make, a first impression Nonverbal communication is always presentFunctions of Nonverbal Communication: Functions of Nonverbal Communication Substitute Complement Contradict Verbal CommunicationSlide 40: When nonverbal and verbal contradict, we tend to accept the nonverbal inference. Message not expressed or sent in words : Message not expressed or sent in words Gestures, Postures, Facial expressionFirst Impressions: F irst I mpressions ” E verytime we initiate communication. someone, has taken in our appearance, Registered our enthusiasm and sincerety Noted our tone of voice and processed all into nonverbal message.Self-Presentation: Self-Presentation What message do you wish to send with your choice of clothing and personal grooming? Microsoft PhotoClothing:: Clothing: Clothing – Affects what people think about status, affiliation, norms and conformity. Uniforms – military, school. Identifies you with a particular organization. Occupational – nurses, police officer, business suits. Clothing employees are expected to wear, not as strict as uniform. Leisure clothing – jeans, sweatshirts. People exert their personal identities here. Costumes – hats, boots, etc. Highly individualized dress.Body Adornment: Body Adornment Hair Color and Style Make-up Tattoos Piercing JewelryProjecting a Powerful Image: Projecting a Powerful Image How would you like to sound? How would you like to look? How did you look &sound ? The name of the difference is the “image gap” Projecting an image that is consistent with the person you want to be significantly improves your ability to develop trust &rapportImage can be critical to your success: Image can be critical to your success Name a: Singer Politician BusinessmanProjecting a Powerful Image: Projecting a Powerful Image Total image consists of: The first impressions you project The depth of your knowledge The breadth of your knowledge Your enthusiasm.Non Verbal Communication: Non Verbal Communication Facial expressions Eye movements Head movements Hand movements Posture Way of talking Closeness Body contactKinds of Body Language: Kinds of Body Language Para linguistics Kinesics Postures Proxemics Haptics Appearance Chronemics OculesicsPara linguistics : Para linguistics Refers to Vocal Communication Consists of: Pitch Tone of Voice Vocally produced noises Pause Volume Rate of SpeechInflection changes and meaning: Inflection changes and meaning Inflected Sentences I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car I did not say Bill stole your car Meaning Someone else said Bill stole your car I deny I said Bill stole your car I implied that Bill stole your car Someone else stole your car He borrowed your car Bill stole someone else’s car Bill stole something else of yoursKinesics: KinesicsSlide 54: Facial Expressions Angry Lower eyebrow, stare intensely Fear Round eyes, open mouth Disgust Wrinkled nose, lowered eyelids Surprise Raised eyebrows, wide open eyes, open mouth Happiness Round eyes, smiles, raised cheeksSlide 55: NONVERBAL BEHAVIOR INTERPRETATION Brisk, erect walk Confidence Standing with hands at waist Readiness, aggression Sitting with legs crossed, foot kicking slightly Boredom Sitting, legs apart Open, relaxed Arms crossed Defensiveness Walking with hands in pockets, shoulders hunched Dejection Hand to cheek Evaluation, thinking Touching, slightly rubbing nose Rejection, doubt, lying Rubbing the eye Doubt, disbelief Hands clasped behind back Anger, frustration, apprehension Locked ankles ApprehensionSlide 56: Head resting in hand, eyes downcast Boredom Rubbing hands Anticipation Sitting with hands clasped behind head, legs crossed Confidence, superiority Open palm Sincerity, openness, innocence Pinching bridge of nose, eyes closed Negative evaluation Tapping or drumming fingers Impatience Patting/fondling hair Lack of self-confidence; insecurity Tilted head Interest Stroking chin Trying to make a decision Looking down, face turned away Disbelief Biting nails Insecurity, nervousness Pulling or tugging at ear IndecisionGestures: Gestures Openness, Confidence Open hands Eye contact Smile, leaning forward, relaxed Standing straight Indifference Legs crossed Shaking one foot Glancing at exit Yawning FidgetWhat does this symbol mean to you?: What does this symbol mean to you? In the United States it is a symbol for good job In Germany the number one In Japan the number five In Ghana an insult In Malaysia the thumb is used to point rather than a fingerProxemics - how we use the space around us - our environment : Proxemics - how we use the space around us - our environment Intimate distance , up to 18”, is appropriate for private conversations between close friends. Personal distance , from 18”- 4’, is the space in which casual conversation occurs. Social distance , from 4’ – 12’, is where impersonal business such as job interviews is conducted. Public distance is anything more than 12’Oculesics: Oculesics Eye Communication The Gaze! Duration of Eye Contact Direction of Eye Contact Microsoft Image Eye Contact: Eye Contact The majority of people in the United States and other Western cultures expect people to look them in the eye when communicating. Microsoft Photo Eye Contact: Eye Contact Japanese direct their gaze to a position around the Adam’s apple. Chinese, Indonesians, and Mexicans lower their eyes as a sign of deference. Arabs look intently into others’ eyes showing keen interest. Microsoft PhotoSlide 63: Functions of the Eyes - Avoidance Maintain Privacy Signal Lack of Interest Block Unpleasant Stimuli Microsoft ImageSlide 64: Eye Communication - Pupil Dilation Dilated Pupils More Attractive Pupil Size Reveals Level of Emotional ArousalHaptics: Haptics Study of touch as nonverbal communication Includes Handshake A pat on shoulder Shaking hands Holding hands Pat on the backChromatics: Effect of time in communication: Chromatics: Effect of time in communication How do we manage and react to others’ management of time duration activity punctuality Microsoft Photo: Time Chronemics = the study of time Emphasis on Past, Present, or Future Cultural Time Perspectives Monochronemic - fixed Polychronemic – not fixed Microsoft ImageFurniture placement and non verbal communication in the office: Furniture placement and non verbal communication in the office “I am the boss, but let’s talk.” “Forget I am the boss, let’s talk.” “I am the boss!”Do…….: Do……. Relax your shoulders Nod when you are listening Don’t slouch, sit up straight Lean, but not too muchSlide 70: Don’t touch your face Keep your head up Slow down a bit Don’t stand too close Don’t…Don’t……: Don’t…… Don’t touch your face Keep your head up Slow down a bit Don’t stand too closeSlide 72: Smile!! “ You are not completely dressed until your wear a smile ".