1/9/2019 The Importance of Body Language in Communication Julie Chapman Our Community Listens, Carolina Chapter Leader [email protected] Learning Objectives: Pharmacists and Pharmacy Technicians Participant should be able to: • 1. Identify the four aspects of non-verbal communication • 2. Identify the five reflective listening skills The Importance of Nonverbal Communication • Many people believe that the primary content delivered in a message is based on the words involved. • However, the majority of message content is actually communicated through nonverbal behavior. 1 1/9/2019 Communication Model The Power of Nonverbal Communication • If nonverbal communication represents a significant portion of our communication, mastery of the four aspects of nonverbal communication would likely increase our ability to communicate, build trust and create bonds with others. The Four Aspects of Nonverbal Communication 2 1/9/2019 The Four Aspects of Nonverbal Communication My Body Posture Sends a Message • Our body tells a powerful nonverbal story. • Standing upright, shoulders straight, head up and eyes forward sends a message. • Leaning over, slumping shoulders and looking at the floor sends a message. My Emotions and Moods Send a Message • Our emotions and moods tell a powerful, nonverbal story. • Emotional upheaval, loss or being upset is reflected in nonverbal messages. • Emotional well-being, joy or being at peace is reflected in nonverbal messages. 3 1/9/2019 The Integrity of my Message • When our external messages and internal emotions are aligned, we tell a powerful, nonverbal story. • When our external messages and internal emotions are misaligned, we seem hollow and disingenuous. • Together our internal well-being and nonverbal messages tell a powerful story. My Body Positioning Sends a Message • Squaring - turning your body in the direction of the other • Spacing - the gap between yourself and the other • Squaring and Spacing differ by culture, gender, one’s background and personality. The Four Aspects of Nonverbal Communication 4 1/9/2019 My Facial Expressions Send a Message • Brow movements • Open or closed mouth • A smile (or lack thereof) • Rolling of the eyes • Tilting of the head • Pursed lips Key Thought: Be mindful of our facial expressions! My Eye Contact Sends a Message • The eyes are the gateway to the soul. • They provide a visual clue to help people decide whether to attend to a message or not. The Four Aspects of Nonverbal Communication 5 1/9/2019 My Gestures Send a Message My Body Language Sends a Message Minimizing my Unwanted Messages When not mindful, we can send unintended or unwanted messages to others. 6 1/9/2019 The Four Aspects of Nonverbal Communication My Speaking Voice Sends a Message • It’s not what we say, it’s how we say it. • Our speaking voice should be in harmony with our message. • By leveraging the various elements of the speaking voice, like an instrument of art, we can speak inspirationally to others. I am the Message! My message is not just my words. My message is my words, my demeanor, my tone and all the signals I send through my nonverbal communication. Not only do I send verbal messages to others, I am a message to others. In fact, “I am the Message!” 7 1/9/2019 I am the Message! I am the Message! From the moment my feet hit the ground in the morning… …until my feet climb back into bed in the evening! I am the Message! Reflective Listening The Five Reflective Listening Skills 1. Attending Behavior 2. Acknowledgements 3. Door Openers 4. Silence 5. Reflectively Respond ENVELOPED IN EMPATHY (Rogers, 1940) 8 1/9/2019 Skill 1 – Attending Behaviors Being fully present with a person requires: • Eye contact • Open body posture • Leaning forward • Nodding • Giving full attention • Being present within Skill 2 – Acknowledgements Assuring others we are tuned in • Verbal • “Uh-huh…” • “Really...” • “No kidding!” • “Yes, I see...” • “That’s interesting...” • Nonverbal • Head nods • Expressive eyes Skill 3 – Door Openers Stating encouragements to the other to talk • “Go on…” • “Tell me more...” • “Sounds like you have something to say…” • “Really...” • “I’m listening...” • “Talk more about it!” • “I can’t wait to hear more...” • “Share more of that...” 9 1/9/2019 Skill 4 – Silence Silence is quieting the mind and voice so others can share • It is internal and external. • Internally: we “turn down” or “turn off” the volume on our own thoughts. • Externally: we don’t talk so the other person can talk. • Silence tells the other person this your conversation, you have the floor, take your time and I am here to listen. Communication Skills Training classes • Two southeast locations: Charleston, SC and Charlotte, NC • Open to all community members over the age of 18 • 3 day Training from 8:30am- 5pm each day • Lunch and all course materials are provided free of charge • Your seat is fully funded by our foundation • Creating a listening movement • 950 + alumni – the Messengers • Partnerships - MUSC, NCFD and JB Charleston • www.OurCommunitylistens.org CODE 10.