Lect_4 Nonverbal Communications
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University of Alberta Soft Skills for Project Managers ENG M 657- Fall, 2008 Lecture No. 4
Understanding Nonverbal Communication Sami Fahmy, PhD, P. Eng. PMP
1
AGENDA
Caveat and warning Types of non-verbal communication Exercise Why nonverbal communication 5 key areas for body language Improving the nonverbal skills Application areas Exercise Personal improvement plan
2
1
Caveat and Warning
Not an expert in nonverbal (only 10 years) First exposure, you are not an expert Do not jump to conclusions You must consider several signs in the same time
3
Opening Group Exercise Examine the individuals in the picture and tell us: What kind of person is he/she? Would you like to have this individual as a boss ? As one of your subordinates If Yes, why If No, why NOT 4
2
Nonverbal Communication Messages
expressed by other than linguistic means (words) No control over it
5
Ways We Communicate With the World
Personal and Symbolic Expressions
Non-verbal messages you give away (your style)
Verbal (your choice of words)
6
3
Characteristics of non verbal Communication
Always communicating Non verbal communication is powerful It is ambiguous It is more eloquent It reveal the inner thoughts and feeling It is more spontaneous It expresses attitude Watch for cultural differences 7
Mixed Massages
Verbal (word) express ideas Non verbal expresses attitude and emotions Watch for mixed messages It is easy to lie wit word much more difficult with non-verbal communication
8
4
Why nonnon-verbal communication skills are critically important
Improve your understanding of people Empowers you to read people Enables you to come across the way you want to be perceived Raises awareness of how people move and gesture Allows you to consciously use body language to help put the speaker at ease 9
Class Discussion Nonverbal communication gives us clues that are enough to tell us things that
words do not or cannot express 10
5
Types of Nonverbal Communication
Appearance and dress
Personal environment
Personal space
Body Language
Facial. Exp.
Gest.
Post.
Time
Voice
Eyes
Paralang.
Emphasis
11
1. Body language • • • •
Eyes Facial expression Gesture (body, arms and legs) Posture
12
6
A . Eyes
The most powerful and most expressive part of the body. Maintain good eye contact with others, says I am interested and I respect you Be careful of cultural differences No eye contact indicates lack of interest in even what they are doing Do not stare at people Eyes are the windows to the soul 13
What can you tell from some body’s eyes?
14
7
B.
Facial expression
Our face communicate emotion Understanding Ambiguous at times Can be deceptive
15
C. Hand and Arm Gestures
•
• • •
Further away from body Hands are the most sensitive Legs gives away a great deal of information Openess
16
8
D. Posture
Culture dependent No universal language (meaning) Consider the context (the circumstances that form the setting for an event, statement or idea, it helps make it fully understood) Concurrence Body angle 17
2. Voice (Vocal Characteristics)
Look around you and you will learn a lot Feeling of excitement, delight, exhaustion, boredom, grief are all convey through voice Paralanguage reflects feeling Emphasis on certain words change the meaning
• I need this job done right away • He stole the money 18
9
Qualities of a Good Voice
Alert, awake and interested Pleasant, give a smile in your voice Natural, straightforward language without jargon Enthusiastic, glad the person called or came to visit Distinct, easy to understand with moderate volume and rate Expressive, well modulated, varied tone 19
Voice Characteristics
Speaking loudly, quickly Monotone and downward inflection High pitch, fast rate, loud volume, and upward Inflection
Anger Boredom Joy
20
10
What can you tell from some body’s Voice? 21
3. Appearance
Body shape Clothing Dressing up and dressing down Attractive look
22
11
4 . Space • • •
•
Maintain the appropriate distance Be careful of the height impact Remove any object between the speaker/listener Lean forward to express connection
23
Physical Space Intimate
up to 18 inches
Personal space
18 inches to 4 feet
Social space
4 feet to 8 feet
Public space
8 feet outward
24
12
Personal Space
At work At home In the class room On the bus Invading other’s space Special unwritten rules Space and culture 25
5. Physical Environment
Own cubical (open space) / office Suggest how we feel Shapes how we communicate Space allocation Temperature / moisture Proximity (other group / team)
26
13
6. Time (Unspoken Messages)
Arrive early & leave late! Clock watcher Amount of time spend on certain tasks or meeting Punctuality Use of time Take time to build relationships (basis for business) 27
Improving Non Verbal effectiveness
Monitor your non verbal behavior Demonstrate interest in others Be positive Observe conventions (personal/business) • Dress • Appearance • .. 28
14
Make sure your body and your mind speak the same language
29
Application Areas Listening Meetings Negotiation and conflict management Men/women von verbal communications Office environment dealing with colleagues Dealing with customer/client Home environment dealing with family members
30
15
Improve Listening skills
Smile, it will make a difference Eye contact, I am interested Match the speaker’s position Give approval signals
31
Active Listen
S O F T E N
Smile Open Posture Forward Lean Touch Eye Contact Nodding 32
16
Interviews
First moment – most critical Getting into the interview room Who talks first Read the interviewers for feed back Watch for signs of stress or tension
33
Meetings
Meeting chair Presenter Participant
34
17
Negotiation
Space set up choices Space arrangement Express emphasis or importance by using body language Watch for signs of agreement and disagreement
35
Men/Women Nonverbal Communications
Words Interruptions Space Smiles Touching Interaction at work Other cultures 36
18
Watch for Cultural Differences
Head shaking OK sign ????? ???? ??? ?? ? 37
Individual Journal Excercise
Chose an individual from your office or class that is not a member of your culture Conduct an interview to learn about three to five nonverbal codes that are different from yours and make a note of them and then explain them Together with the other individual decide on how you could violate codes that are important to him/her and will create misunderstanding for one of you Suggest what you could do to reduce misunderstanding? 38
19
Non-Verbal Action Plan
39
20
Understanding Nonverbal Communication Sami Fahmy, PhD, P. Eng. PMP
1
AGENDA
Caveat and warning Types of non-verbal communication Exercise Why nonverbal communication 5 key areas for body language Improving the nonverbal skills Application areas Exercise Personal improvement plan
2
1
Caveat and Warning
Not an expert in nonverbal (only 10 years) First exposure, you are not an expert Do not jump to conclusions You must consider several signs in the same time
3
Opening Group Exercise Examine the individuals in the picture and tell us: What kind of person is he/she? Would you like to have this individual as a boss ? As one of your subordinates If Yes, why If No, why NOT 4
2
Nonverbal Communication Messages
expressed by other than linguistic means (words) No control over it
5
Ways We Communicate With the World
Personal and Symbolic Expressions
Non-verbal messages you give away (your style)
Verbal (your choice of words)
6
3
Characteristics of non verbal Communication
Always communicating Non verbal communication is powerful It is ambiguous It is more eloquent It reveal the inner thoughts and feeling It is more spontaneous It expresses attitude Watch for cultural differences 7
Mixed Massages
Verbal (word) express ideas Non verbal expresses attitude and emotions Watch for mixed messages It is easy to lie wit word much more difficult with non-verbal communication
8
4
Why nonnon-verbal communication skills are critically important
Improve your understanding of people Empowers you to read people Enables you to come across the way you want to be perceived Raises awareness of how people move and gesture Allows you to consciously use body language to help put the speaker at ease 9
Class Discussion Nonverbal communication gives us clues that are enough to tell us things that
words do not or cannot express 10
5
Types of Nonverbal Communication
Appearance and dress
Personal environment
Personal space
Body Language
Facial. Exp.
Gest.
Post.
Time
Voice
Eyes
Paralang.
Emphasis
11
1. Body language • • • •
Eyes Facial expression Gesture (body, arms and legs) Posture
12
6
A . Eyes
The most powerful and most expressive part of the body. Maintain good eye contact with others, says I am interested and I respect you Be careful of cultural differences No eye contact indicates lack of interest in even what they are doing Do not stare at people Eyes are the windows to the soul 13
What can you tell from some body’s eyes?
14
7
B.
Facial expression
Our face communicate emotion Understanding Ambiguous at times Can be deceptive
15
C. Hand and Arm Gestures
•
• • •
Further away from body Hands are the most sensitive Legs gives away a great deal of information Openess
16
8
D. Posture
Culture dependent No universal language (meaning) Consider the context (the circumstances that form the setting for an event, statement or idea, it helps make it fully understood) Concurrence Body angle 17
2. Voice (Vocal Characteristics)
Look around you and you will learn a lot Feeling of excitement, delight, exhaustion, boredom, grief are all convey through voice Paralanguage reflects feeling Emphasis on certain words change the meaning
• I need this job done right away • He stole the money 18
9
Qualities of a Good Voice
Alert, awake and interested Pleasant, give a smile in your voice Natural, straightforward language without jargon Enthusiastic, glad the person called or came to visit Distinct, easy to understand with moderate volume and rate Expressive, well modulated, varied tone 19
Voice Characteristics
Speaking loudly, quickly Monotone and downward inflection High pitch, fast rate, loud volume, and upward Inflection
Anger Boredom Joy
20
10
What can you tell from some body’s Voice? 21
3. Appearance
Body shape Clothing Dressing up and dressing down Attractive look
22
11
4 . Space • • •
•
Maintain the appropriate distance Be careful of the height impact Remove any object between the speaker/listener Lean forward to express connection
23
Physical Space Intimate
up to 18 inches
Personal space
18 inches to 4 feet
Social space
4 feet to 8 feet
Public space
8 feet outward
24
12
Personal Space
At work At home In the class room On the bus Invading other’s space Special unwritten rules Space and culture 25
5. Physical Environment
Own cubical (open space) / office Suggest how we feel Shapes how we communicate Space allocation Temperature / moisture Proximity (other group / team)
26
13
6. Time (Unspoken Messages)
Arrive early & leave late! Clock watcher Amount of time spend on certain tasks or meeting Punctuality Use of time Take time to build relationships (basis for business) 27
Improving Non Verbal effectiveness
Monitor your non verbal behavior Demonstrate interest in others Be positive Observe conventions (personal/business) • Dress • Appearance • .. 28
14
Make sure your body and your mind speak the same language
29
Application Areas Listening Meetings Negotiation and conflict management Men/women von verbal communications Office environment dealing with colleagues Dealing with customer/client Home environment dealing with family members
30
15
Improve Listening skills
Smile, it will make a difference Eye contact, I am interested Match the speaker’s position Give approval signals
31
Active Listen
S O F T E N
Smile Open Posture Forward Lean Touch Eye Contact Nodding 32
16
Interviews
First moment – most critical Getting into the interview room Who talks first Read the interviewers for feed back Watch for signs of stress or tension
33
Meetings
Meeting chair Presenter Participant
34
17
Negotiation
Space set up choices Space arrangement Express emphasis or importance by using body language Watch for signs of agreement and disagreement
35
Men/Women Nonverbal Communications
Words Interruptions Space Smiles Touching Interaction at work Other cultures 36
18
Watch for Cultural Differences
Head shaking OK sign ????? ???? ??? ?? ? 37
Individual Journal Excercise
Chose an individual from your office or class that is not a member of your culture Conduct an interview to learn about three to five nonverbal codes that are different from yours and make a note of them and then explain them Together with the other individual decide on how you could violate codes that are important to him/her and will create misunderstanding for one of you Suggest what you could do to reduce misunderstanding? 38
19
Non-Verbal Action Plan
39
20
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