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NON-VERBAL COMMUNICATION Topic No NON-VERBAL COMMUNICATION Topic No. 1 People form 90 percent of their opinion about a person in the first ninety seconds of meeting the person. Test Your Communication Skills Knowledge Test Your Communication Skills Knowledge Test Your Communication Skills Knowledge Test Your Communication Skills Knowledge • A “Leading Question” is when you ask a question that “injects” the answer you want. They are frequently used by lawyers, marketers. Leading questions “imply” a certain action. • Even if the person being asked the question answers “No”……the question still “kind of” implies they were involved. This is why Leading Questions can be so sneaky. Test Your Communication Skills Knowledge Test Your Communication Skills Knowledge Test Your Communication Skills Knowledge • Non-verbal communicationCommunication consistsbreakdown of meaning conveyed through body language and facial expressions. • Nonverbal communication involves a complete mix of behaviours, psychological responses,7% and environmental interactions through which we consciously or unconsciously relate to anothernon-verbal person. tone • Approximately38% 55% of all communication55% can be attributed to nonverbal sources. words Accent_way of speaking Importance of Nonverbal Communication Nonverbal communications are important for three reasons. • First, they mirror innermost thoughts and feelings. • Second, it is difficult, and almost impossible, to “fake” during an • interpersonal interaction. • Third, congruence (compatibility) between your verbal and nonverbal messages; your non-verbal communication MUST BE CONSISTENT with your verbal communication or people will be suspicious of the intended meaning of your message. Elements of Nonverbal Communication • In general, individuals from various societies use different body movements to communicate certain messages. Body Language •Palms •Handshake •Arms •Thumb •Eyes •Legs •Mirroring Open palms-Honest Hiding palms-Lying or Concealing Palms-Up, Down, Pointing Non threatening Threatening and aggressive Authority and power Palm closed –Finger Pointed • A pointed finger with a closed hand is an attempt at displaying dominance. If someone is closing their palm and pointing with their index finger, then they're trying to display dominance. Cross Arms-Negative, Nervous, Defensive Clenched Arms-Frustration/Negative attitude • Frustration gesture - signals the person is holding back a negative attitude or emotion. • The higher the position of the hands, the more you will need to communicate effectively to lessen the negativity. Steeple –Raised, Lowered The person is typically listening rather The speaker is giving opinions and thoughts. than speaking. Research indicates that Use this position cautiously, as it can convey women tend to use the lower steeple arrogance or a “know it all” attitude. position, more often than the raised position. Rubbing Palms Together-Positive Expectancy • If the person rubs quickly, he is indicating that you will be the one who benefits from the results. • If the speed is slow, unconsciously you will feel the person is being deceptive and the benefits will not serve you. Handshake styles 1. Romans used this handshake to check for concealed weapons. 2. Taking control 3. Submissive handshake Comunicating equality Power player Double handshake Unless the receiver has positive feelings towards you this gesture can lead to feelings of suspicion and mistrust. Thumb • Another show of confidence and feeling superior is by showing the thumbs. Any position where the thumbs are visible will do the trick. It can be a harmless use of its traditional meaning that all’s well X Rhetorical protection - authoritarian politics; demonstrating control of the facts Touch(Haptic Communication) • Functional/professional: This is touch between colleagues and professionals. For example, a handshake or a slap on the back. It is sometimes used to show authority and dominance. Touch(Haptic Communication) • Social/polite: This is used with acquaintances, or with people in a group who are friends, but not necessarily close friends. It includes a light touch on the arm to get attention, or hugging team members when you win a match. It is generally positive, friendly and affirming. Touch(Haptic Communication) • Friendship/warmth: Touch here includes many of the lighthearted gestures that show you like, and understand, each other. For example, “high 5-ing” a friend when you see each other, or giving them hug when they share bad news. Touch(Haptic Communication) • Love/intimacy: This type of touch is associated with emotional closeness, trust and vulnerability. For example, we see this in the way a child clings to his or her mother when they are feeling sad or afraid. Also, holding hands, or embracing each other, as a dating couple. Hand-To-Face Gesture. • 1-The Mouth Guard : If a speaker is using this gesture it indicates that he is lying, and if someone is listing to a speaker and he uses the mouth guard than the listener is feeling that the speaker is lying. 2-Nose Touching: It is the same as the “Mouth Guard” gesture, where the speaker is lying and the listener is feeling the speaker lie. Hand-To-Face Gesture • 3-The Ear Rub: The person rubs his ear from the back or rubbing his ear loop, This indicates that the person has heard enough and whish’s to speak. 4-The Neck Scratch : In the case of the neck scratcher, The person scratches below the ear loop or the side of his neck. It is a signal of doubt or uncertainty. Hand-To-Face Gesture 5-The Collar Pull: This gesture has two meanings: • A-Person is telling a lie and he is afraid that he got caught. • B-Person is angry or frustrated . • Neutral head position; this gesture a person will assume it in the beginning of a conversation, argument, debate. It shows that the person is neither interested nor dislikes the conversation at hand and has not yet made his opinion about it. Hand-To-Face Gesture • Interested position: the head is either tilted to the left or the right which shows that the person is interested in the current conversation or situation. Disapproval position:It gives the impression that the listener has already made up his mind to his share of the story and is just keeping quiet to avoid conflict. Eyes Standard Leg-Cross Position A nervous, reserved or defensive attitude. Leg-Lock Position An argumentative or competitive attitude Standing Leg Cross Gestures Mirroring Space Proximities(Proxemics) Voice (Paralanguage) • Volume Quality:articulation, nasality, accent, pitch, range of voice and resonance. • Vocal characteristics: tone variations, inflections, the speed at which you speak, whether your voice projects and whatever emotion you may be conveying through tone and inflection and so on. • Voice qualifiers :bright, soft, round, light, cold or hot, strength or weakness, breathy, texture, thick, old or child-like and attitude (angry, chilling, seductive, convincing). • Voice segregates are all the noises listeners make to signify that they are listening: "uh-huh" or "um" or silences. • Video: https://www.youtube.com/watch?v=0O3nPzuNIPo NEGOTIATIONS WITH OTHERS • Basic principles of unconsciousness in negotiation - 94% of our activities run unconsciously (tools of unethical manipulation, self-hypnosis, procrastination) • "Yes set" techniques´ = YES setting. In the first part of the communication we use TRUISMS - I agree with you that + description of a specific phenomenon + glue - but we will use the place and I want to add + my intention and call to action. • It is not a question of whether we + repeat the words of the other party or something else, we both know that (+ something related), and therefore… (my suggestion). • Redirecting attention - "looping" • "I agree with you that… • "It's not a matter of…" • "I hear what you're saying to me." • Intonation beware: Does it sound fair to you ?, Does it make sense to you? Do you understand? = Avoid Rising Intonation. • Parking objections - it is necessary to sow and resolve (when, who ..). What is the next step? "We did not break the salami, the objections are part of the slices" Freud' s personality structure The id presses us to act instantly and seek instant gratification. The ego asks us to delay and to think more carefully about our decision. And our super ego is our conscience letting us know if this behaviour is moral and right. PPT topics – 10-15 slides 1) Relations and the position of the individual in society, socialisation. 2) Social roles and rules of social behaviour. 3) Motivation. Social attitudes and needs. 4) Aspects of social contact. 5) Social perception. 6) Interpersonal relations and interactions. 7) Verbal communication. 8) Non-verbal communication. 9) Specifics of communication in pharmacy practice. 10) Solution of interpersonal conflicts. 11) Group dynamics. 12) Human sources management, leadership. 13) Some of social-pathology features (e.g. drugs abuse, criminality). PPT topics – 10 slides – 10 minutes Criteria for evaluation: SLIDE: Readability Clarity Design DELIVERY: Body language Speech pace Intonation Completion of the PPT within allowed time frame .
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